Lesson Learned: improving UX in legacy systems

Anyone working in design and development knows what it is like to deal with a legacy system. To put it bluntly, it's like stepping into a digital archaeology museum - outdated technologies, interfaces that feel like they belong to another era and workflows that have become a labyrinth over time. Yet somehow these systems still work. In fact, they are often the beating heart of business operations.

A few weeks ago, we read an insightful article by Vitaly Friedman that explores these challenges and offers perspectives on how to improve UX in legacy systems and existing platforms. His thoughts inspired us to share some of the lessons we've learned from our projects at Tangible, where we've tackled similar situations.

In this article, we want to explore this middle ground between the past and the future - and turn it into an opportunity for innovation.

A valuable but cumbersome legacy

Legacy systems often reflect years of work, business decisions and technological compromises. Despite their challenges, they have worked - and continue to work - embedding business-specific knowledge and adaptations that are valuable and worth preserving.

Over time, however, many of these infrastructures have struggled to keep pace with modern user expectations. They have complex interfaces and complicated workflows that, rather than simplifying, add unnecessary steps and increase the potential for error.

Beyond the technical complexity, there is also a cultural challenge: legacy systems are often deeply embedded in established habits. Changing them means touching a sensitive nerve, triggering resistance with phrases like "We've always done it this way".
This dynamic makes modernisation not just a technical exercise, but also a process of negotiation and collaboration with those who use these systems every day. Finding the right balance between innovation and tradition is a strategic and relational challenge.

A strategic approach: small steps to big changes

Updating a legacy system is not like building from scratch. It's more like renovating - preserving what works, improving what doesn't, and keeping everything running in the meantime.

A complex but achievable task

It goes without saying that before making any design changes, it's essential to understand who uses the system and why. Talking to everyday users not only helps identify their mental model and pain points but often uncovers needs that were never considered before, opening the door to more targeted solutions.
When modernising systems, it's not enough to just focus on the end user. At Tangible, we believe it's equally important to involve those who manage the technical infrastructure - they have deep knowledge of dependencies and constraints. Only by working together can we balance innovation and efficiency.

Imagine a CRM system filled with years of accumulated data from sales reps who started working when paper-based processes were the norm. Now consider how many data formats have passed through and accumulated in the deepest corners of the system.
This is a system known to only a few people, some of whom may no longer be with the company, taking valuable implicit knowledge with them. Over time, different managers and users have introduced new ways of working, piling on new functionality like a growing city, with architectural styles coexisting - sometimes harmoniously, sometimes not.
So where do you start modernizing such a complex system if you don't talk to the people who use and rely on it daily?

Infrastructure plays a crucial role - it is never isolated. It is all interconnected, part of a wider, more complex ecosystem. The likelihood of hidden dependencies or integrations with other tools is high. This requires careful planning to avoid unintended ripple effects during updates.

Iterations, not revolutions

According to Treccani, the Italian verb cambiare (to change) has many meanings, depending on the context:

…cambiare means to become different from before, to change, to pass from one state to another.

Treccani, Cambiare - meaning and etymology

Let's apply this concept to design and change. As designers, when a system doesn't deliver the desired results, our instinct is to change everything.
But while a drastic overhaul may be the right approach in some cases, it's not always the best approach when dealing with legacy systems.

Have you ever logged into an application and felt completely lost by the sudden new features and content?
Now imagine a sales rep who has been using the same system for years or a new hire who has just been trained on the tool. They start their day, log into the system and... everything has changed. Buttons have moved, pages have been reorganised and critical functionality is suddenly missing. The result? Confusion, delays, support tickets flooding in and colleagues scrambling to help each other.
In B2B, these issues don't just cause frustration - they have a tangible business impact, slowing processes and increasing resource costs.

An iterative approach allows for careful evaluation at each step, ensuring continuous discovery and learning.

Prioritise wisely

One of the biggest lessons we've learned is that modernising a legacy system must start with the most critical areas. Focusing on features that have a direct impact on productivity or user satisfaction helps to deliver immediate value - both to the business and to the users. This in turn builds confidence in the transformation process.

Managing a backlog of work is never easy. In our projects, we've found that the real challenge is not filling the backlog, but prioritising what needs to be done. In a collaborative and open environment, we have often found that rapid, drastic change isn't always the best choice - and that not all changes need to happen at once.

Reducing resistance

Changing everything overnight can be risky and may cause user resistance. Involving stakeholders early on is always crucial - it ensures the right approach to change and helps people feel part of the process. This participatory approach is essential not only for reducing resistance but also for improving the effectiveness and adoption of proposed solutions. 

Designing with ethics and accessibility

At Tangible, we approach these projects with a guiding principle: design is not just for today, but also for tomorrow. This means integrating ethical considerations, accessibility and sustainability into every design decision.

For example, rethinking legacy interfaces offers a unique opportunity to improve accessibility and ensure an inclusive experience for all users, removing barriers one step at a time.

Why act now?

For many organisations, legacy systems are not just tools - they are burdens that slow down processes, hinder adaptability and, in some cases, become barriers to competitiveness.
Modernising these systems is not just a technical issue - it is a strategic imperative.

Investing in the redesign of legacy systems means reducing operational costs, improving efficiency and increasing user satisfaction. But it also sends a clear message: Digital transformation and innovation are no longer optional - they are a priority.

If your organisation is facing these challenges, we can help turn them into opportunities.
Let's talk, and together we can create a roadmap to take your platform from the past to the future and guide you towards sustainable and tangible innovation.