Role: UX/UI Redesign of a Legacy Application
Timeline: 2 months
The Problem
JICMS had accumulated years of usability debt. Users struggled to find cases, complete required fields, and understand where they were in a process. Workarounds were common. Frustration was high. The system was getting in the way of the organization’s ability to manage its own accountability processes
My Process
Started with structured user interviews to surface the critical tasks users performed most often—and where they consistently got stuck.
Collaborated with the Project Manager to translate user needs into formal requirements, ensuring every design decision mapped back to a user pain point or stated business goal.
Created detailed user flows to map the full case lifecycle—from opening a new case to final resolution—before any screens were designed.
Built low-fidelity wireframes in rapid cycles, bringing them back to users for validation within days.
Real-time adjustments kept the design grounded in reality.
Key Design Decision
Navigation was the biggest structural challenge. The old system used a flat, unlabeled layout that gave users no sense of where they were or how to get back. I introduced clear hierarchical nav with persistent breadcrumbs—a change that required careful negotiation with stakeholders worried about screen real estate, but which users immediately found clarifying.
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 redesigned JICMS gave CBP professionals a system that matched how they actually worked. Task completion became faster and less error-prone. Users who had previously avoided certain features due to confusion began using them regularly. By the end, users were proactively volunteering feedback—a sign the design had built genuine trust.