Role: UX/UI Redesign of a Legacy Application
Timeline: 2 months
Challenge
JICMS was a content management system used by CBP professionals to create and manage internal misconduct cases within their organization. This project involved a full redesign of a legacy application that had long caused frustration due to its lack of usability. Users often struggled to complete routine tasks efficiently, which highlighted the need for a more intuitive, user-centered experience.
Task
As the sole designer on this project, I took a user-centric approach—engaging directly with users to understand the critical tasks they performed and uncover their key pain points. This collaboration guided the redesign, resulting in a more intuitive and streamlined experience tailored to their real-world needs.
User Interviews
I began the project with a clear goal: to understand the user and their daily tasks. I wanted to uncover their pain points, identify what frustrated them, and learn what they truly valued about the application. Through user interviews, observations, and feedback sessions, I gathered insights that helped shape a more intuitive, efficient, and enjoyable experience tailored to their real needs.
User Flows
I worked closely with the Project Manager to gather and define user requirements, ensuring we had a clear understanding of both user needs and business goals. Together, we collaborated on writing detailed requirements that guided the design process. From there, I created user flows to map out the full user journey, helping the team visualize how users would interact with the application at every stage. This foundation allowed us to design an experience that was both seamless and aligned with user expectations.
Wireframes
Once I had a solid understanding of user needs and pain points, I moved into a rapid prototyping phase—translating insights into low-fidelity wireframes. I maintained a continuous feedback loop with users, testing early concepts and making real-time adjustments based on their reactions and suggestions. This iterative design process allowed me to uncover usability issues early, build trust with users, and evolve the product into a solution that felt intuitive and thoughtfully designed from their perspective.
Outcome
The outcome of the Joint Integrity Case Management System redesign was a significantly more intuitive and efficient platform tailored to the real needs of CBP professionals. Through an iterative design process, I engaged users every step of the way, conducting regular check-ins, usability sessions, and feedback loops to ensure the solution was precisely aligned with their workflows. By streamlining task flows, improving navigation, and surfacing critical information more clearly, the redesigned system reduced user frustration and increased productivity. What had once been a cumbersome and confusing legacy tool became a user-centered solution that empowered agents to manage internal misconduct cases with greater confidence, speed, and clarity.