Redesigning a decade-old, fragmented intake workflow — replacing scattered processes and third-party workarounds with one flow that cut processing time in half.
Role
Solo Lead UX Designer
Platform
Web App
Timeline
Aug 2024 – Apr 2025
Team
PM, Engineering, Business Analyst
The Problem
A workflow that outgrew its tools
The intake process hadn't been meaningfully updated in over a decade. Workers had filled the gaps with third-party tools and manual workarounds just to get the job done — and the business was losing ground to competitors with more modern solutions.
For the worker
A system built over a decade ago and never updated — the technology and design no longer matched how people actually work
Core parts of the workflow weren't supported by the system at all, so workers relied on separate tools to fill the gaps — creating extra switching and risk
Three different roles were involved at different stages, each with different needs the system wasn't built to handle
For the Business
A workflow that had grown more complicated over the years without ever being properly rethought
Workers using separate tools for core tasks meant the business had less visibility and control over what was happening
The business was losing ground to competitors with more capable, modern solutions
For the Client
Delays in processing meant slower access to the services they had been referred for
A confirmation call that felt as broken as the process behind it
Design Process
Eight months of continuous collaboration and iteration
Discovery and requirements
Regular sessions with the customer — alongside the business analyst and PO — to understand the existing workflow, surface what the new experience needed to do, and define scope across all three personas.
Weekly or bi-weekly calls with the customer throughout the project — for discovery, review, and requirements
Mapped the existing intake flow end-to-end to understand where the gaps and friction were
Worked with a business analyst to turn complex requirements into clear design criteria
Iterative design across a complex flow
Different parts of the flow were designed and refined in parallel across sprints — while making sure the individual pieces always worked together as a whole.
Designed across personas at once, making sure each stage handed off cleanly to the next
Regular feedback from the customer, PM, engineering, and BA shaped each sprint
Navigating change
Technical constraints and regulatory requirements both shifted during the project — requiring design changes that didn't break what had already been built.
Adapted designs when technical constraints changed what was possible
Kept the overall design coherent despite requirements changing throughout
Collaborating through the build
With a flow this complex, small deviations during the build could easily break the experience. Staying closely involved with engineering meant the product users actually received matched what had been designed.
Reviewed implementation regularly against the intended design
Flagged and resolved discrepancies before they became permanent
The Solution
One flow. Every persona. End to end.
One flow, from receiving a referral all the way through to scheduling. Each role gets a view built around what they actually need to do — and everything that used to require a separate tool or workaround now happens in one place.
Client list
Your queue, nothing else. Workers see only their own clients — so it's immediately clear what needs attention and in what order.
Status at a glance. Each referral shows where it is in the flow without needing to open it, helping user make faster decisions.
Manager view built in. Managers see the same list with assignment visibility added — no separate system, no extra mental model to learn.
WORKING VIEW
Structured but flexible. The referral is broken into clear sections with visible completion indicators — so whether they work through it in order or not, nothing gets missed.
Edit in place. Information can be updated directly within the flow — no navigating away or switching between tools to make a correction.
CONFIRMATION CALL
Built for the conversation. Information is shown in the order it needs to be confirmed — so the caller can move through the call naturally without jumping around the screen.
Update as you go. Changes can be made in real time during the call — no separate step needed to log updates after the conversation ends.
Impact
The difference it made
50%
faster processing
3 roles
one cohesive flow
Why it works
Things that used to require a separate tool now lives in one place — no third-party tools, no compliance gaps
Years of accumulated complexity replaced by a flow designed around how people actually work
Each role gets a view built for what they need to do — nothing more, nothing less
Customers who were close to switching to a competitor now had a reason to stay