Status: Ongoing
Case Study
CASE MANAGER APPLICATION
Internal Case Management Application serve for Government agencies to help manage and process case complaints.
My role focuses on product-led user experience by redesigning the Case Management platform, therefore improving self-serve customization features discovery through curating personalized data to deliver better outcomes.
My Role
Product Designer
Team
Product Manager,
Lead Developer
12 Developers
Duration
9months
Problem
The current system lacks features that hinders users to automate task workflows, simplify the case intake process, and generate accurate data reporting.
Goal
Identify pains and gaps in current complaint and grievance systems to understand how to design a safe complaint system for submitting and processing complaints..
DISCOVERY
User Feedback
In-person interviews were conducted on-site to visit Hawaii prison facilities to report the gaps and pain points in the current complaint process and grievance systems in place.
I focused on translating findings into actionable recommendations for the Super User’s needs. Through cross-functional collaboration, we sought solutions that balanced personalization and consistency in user journeys.
OUTCOMES
Key Findings
Create a public dashboard to raise awareness about Hawaii’s correctional system through data and real stories.
2. Comprehensive data reporting
3. Seamless, Safe and Automate process
Enhance the anonymous complaint process to collect better insights into the incarcerated experience. Secure tablet-based complaint intake and monitor response time.
Key Features
Reporting
Mobile Ready
Automate real-time updates
Self Serve Workflow
Communication Tool
Challenge 01
How might we improve user experience by adopting customization feature that enable Admin User to curate personalize data?
Challenge 02
How might we provide awareness, visibility and education about Hawaii’s incarceration system precarious conditions?
SOLUTION 01: DESIGN AUDIIT
current ui design
1. Not mobile responsive
2. Inconsistent visual styles, components
3. UI Elements, text content, features are not discoverable
4. Navigation menu not Accessible
5. Site navigation and information organization needs improvement
Information Architecture
Simplify site navigation
Base on the information gathered from application audit, there are opportunities to improve site navigation to organize the information, content, functionality to be easily usable and findable.
SOLUTION 01: USER EXPERIENCE/VISUAL DESIGN
REDESIGN ui design
Create hi-fidelity prototyping to simplify the user interaction to create a new case
and view all cases in a data table by performing multiple task functions
BRANDING DESIGN | VISUAL DESIGN | USABILITY TESTING | PROTOTYPING | DESIGN SYSTEM-TOKENS
Case Management Table view
Shows all the relevant cases, snapshot key metrics related to monitor case statuses, accessible data tables, seamless interaction with viewing case details
Case Detail Drawer
Tailored to help Case Manager get all the information that’s relevant case in order to collaborate with Stakeholders too make the right decisions base on accurate reporting
NEW FEATURE
wORKFLOW FORM BUILDER
Leveraging research findings, I designed a workflow form builder to help user build customize form fields, workflows and more configurations to provide Case Manager with a personalized experience tailored to their goals.
Concept testing conducted to validate ideas to gather insights to measure user engagement before going to market.
solution 02
Data dashboard website
From user feedback, I designed a data dashboard web page in highlights Hawaii’s justice system data, issues, myths, and facts, making this information publicly accessible for the first time in Hawaii.
Together, the Complaint Manager and the data webpage ensure that the oversight office brings transparency and accountability to its work and mission.