Overview

The agency’s centralized application hub served both internal employees and external users, supporting account creation, application discovery, and request management. Over time, the legacy system became fragmented, with inconsistent UI patterns and disjointed user flows. The initiative focused on modernizing the platform architecture while maintaining accessibility and compliance requirements.

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Challenge

The legacy system presented structural and usability challenges:

• Disjointed request flows requiring unnecessary steps
• Confusing navigation between internal and external user pathways
• Inconsistent UI components across pages
• Friction in account creation and sign-in
• Compliance constraints limiting certain interaction patterns

Because the platform supported multiple user types, the redesign needed to improve clarity without disrupting ongoing operations.

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My role

As Senior Product Designer, I:

• Led redesign of core flows including account creation and request submission
• Re-structured information architecture to reduce friction
• Standardized interaction patterns through design system integration
• Partnered with engineering to ensure accessible, compliant implementation
• Evaluated and consolidated legacy workflows

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Solution

Flow Audit & Simplification

Documented the existing journey, identified friction points, and reduced redundant steps. Internal and external pathways were clarified to reduce cognitive load.

Information Architecture

Restructured navigation and application catalog to improve discoverability and reduce ambiguity.

Design System Integration

Aligned redesigned flows with the agency design system to ensure consistency, accessibility compliance, and scalability.

Accessibility & Compliance

Evaluated design decisions against regulatory requirements, ensuring responsive behavior across devices while maintaining usability standards.

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