Mailjet’s drag-and-drop email editor sits at the center of the product experience and directly influences onboarding, activation, and retention. While Mailjet’s sending infrastructure remained powerful, research revealed that the editor itself had become a growing source of user friction—not due to missing features, but because its rules, scope, and system feedback were often implicit or hard to trust.

Signals across support tickets, 9,300+ NPS verbatims, usability testing, and competitive benchmarking consistently pointed to breakdowns in clarity and confidence. Users struggled to understand where controls lived, how styling was scoped, what composite blocks allowed, and whether actions like testing or saving had actually succeeded.

At the same time, the market has largely commoditized around similar email editor UI patterns, limiting differentiation through visual design alone. This created a strategic opportunity to compete on brand governance, editing confidence, collaboration, testing visibility, and contextual AI.

This work focused on modernizing the editor as a foundational system, aligning it with user mental models, making scope and overrides explicit, strengthening drag-and-drop affordances, and embedding trust surfaces directly into the workflow. Validation confirmed that reducing uncertainty—not adding power—was the primary lever for improving usability and confidence.