Turning confusion into clarity
7 months internship (2024)
Product Design
UIUX Design
Usability Testing
Scope
UI/UX Design
User Testing
Prototyping
✦ Context
The problem
Users get confused in existing work flows and relies constantly on technical support to navigate important and irreversible actions within the security portal.
To support this, a data migration flow was kickstarted to smoothly transition users to an upgraded system with enhanced usability.
✦ Key questions
✦ Outcome
Improving usability to support 60+ agencies to reduce tech support dependency.
✦ Design process
Stakeholder discussion
It was crucial for key stakeholders to align and make decisions on core features—balancing business policies, development constraints, and user needs.
User testing
After defining the scope and constraints, designs were reviewed by developers and project managers, iterated and refined, and finally tested with real users.
✦ Solution sample
It was key to change the most crucial action that prevented users from completing their tasks.
🚧 Barrier
Time and resource constraints prevented a grand overhaul of the system, requiring minimal changes with high impact.
🔧 Solution
Simple changes includes splitting up information and actions into different steps to prevent cognitive overload.
✦ Impact
Through this process, we were able to achieve improved usability, higher satisfaction, less frustration and increased trust.
✦ Conclusion
Real projects have constraints, and staying flexible while prioritizing what matters most is key to working effectively with stakeholders.
