Understanding the Problem

Again, client was aware of issues, but didn’t know how to address. My role was to lead my design team to identify and prioritize issues and come up with a solution to improve the overall experience.

The Constraints

  • Small team for the amount of work we had before us (1 UX designer, 1 UXR, 1 HTML developer)
  • In the end, the project stakeholders did not go forward with the redesign, leaving the 10+ year design in place. 

The Process

User Journey Map

Hi-Fidelity Mockups

My team created designs in Axure and created clickable prototypes to review with Business and users.

Results & Takeaways

  • Learned the value of data to influence stakeholders and settle design conflicts
  • Show how incremental design can be better than to try to overhaul an experience
  • Don’t always have control over if/when things are implemented 
  • Enjoyed the effort, wonderful experience to talk to users that were more than willing to help shape the future of the app they are required to use

Comments/Feedback

“The ugly duckling (forgive me for saying that) turned into a real swan. Easy to use. Just perfect." 
-EUC Portal User