Overview​

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This project focused on improving how operational teams manage complex, high‑stakes work spread across multiple disconnected tools. The goal was to design a unified experience layer that helps users stay oriented, prioritize effectively, and reduce cognitive load without replacing existing systems or workflows.

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I worked as a UX Designer on this initiative, contributing to experience strategy and designing a case‑management workflow that improves clarity, decision‑making, and efficiency in highly complex operational environments.

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Time

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Jan 2026 - Apr 2026

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Methods & Tools

Information Gathering and Research Methods

• Stakeholder interviews & functional walkthroughs

• Workflow mapping & journey modeling

• Experience principles & mental models

• Rapid prototyping for concept validation

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Tools

• Figma (flows, wireframes, proof‑of‑concept prototypes)

• Figma Make for prototype ideation

• FigJam / Mural (workshops, synthesis)

• Copilot for ideation and interview analysis

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The Challenge​

 

Users were required to manage critical work across multiple systems, often switching contexts several times within a single task. Important information lived in different tools, leading to:

• Difficulty knowing what to focus on first

• Manual effort to assemble context before acting

• Increased risk of missed details and delayed decisions

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The challenge was to design an experience that:

• Reduces fragmentation without forcing teams into new tools

• Surfaces the right information at the right moment

• Supports human judgment rather than automating decisions

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AI-Assisted Ideation

 

Before moving into detailed design, I used AI‑assisted ideation to rapidly explore layout concepts, prioritization models, and information hierarchies.

 

Using Copilot to generate structured Figma Make prompts allowed me to visualize multiple approaches quickly, then curate and refine the strongest ideas based on UX principles and user needs.

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This process accelerated exploration while maintaining thoughtful design judgment.​

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The Design Approach

 

The solution introduced a single, unified starting point that orients users around what work needs attention and why, rather than where the work lives.

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My design focus was on the case‑management workflow, where I explored patterns that:

• Prioritize work based on urgency, risk, and status

• Present pre‑assembled context so users don’t have to hunt for information

• Use AI to highlight patterns and signals while keeping decision‑making human‑led

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The resulting solution demonstrated how a unified experience can:

• Reduce cognitive load in complex operational workflows

• Improve focus by clearly signaling what matters most

• Support faster, more confident decision‑making without disrupting existing systems

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The work helped align stakeholders around a shared vision for how complex operations could feel more manageable, intuitive, and scalable.

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Reflection

 

This project reinforced my belief that great enterprise UX is less about visual polish and more about reducing mental effort. Designing for complex systems pushed me to think holistically considering not just screens, but behaviors, responsibilities, and real‑world constraints.

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Collaborating closely with cross‑functional partners and integrating feedback throughout the process helped me refine my designs and grow more confident navigating ambiguity. It also strengthened my approach to using AI as a design accelerator, supporting exploration while ensuring final decisions remain human‑centered and intentional.