Challenge: How might we design a better, more efficient experience for users to generate documents and forms required to process cases in our client’s custom case management system?

Outcome: A streamlined experience for our client’s fastest growing case type (encompassing 44% of the total caseload), that removed the burden of manual data entry into 10+ mandatory forms, increasing the end users’ efficiency and job satisfaction rates. We also saw a change in client mindset from thinking about data in terms of forms, to data in terms of data and how that data might be used to increase case processing efficiency and collaboration across our client’s ecosystem.

My Role: I led the project and client teams through research planning and execution, which included 3 research trips to the Arlington, VA, Houston, TX and Los Angeles, CA to facilitate over 60 research sessions. I led synthesis of findings, documented recommendation for the original document generation scope, and used research findings to develop a larger end-to-end product strategy to capture the ideal future state user journey this case type.

Team Structure: Design Director, Business Designer (me), Interaction Designer