Increased onboarding adoption by 8% and reduced workflow time by 30% across 10+ user group
1. The Challenge:
Context: Enterprise analytics ecosystem for Medicaid/CHIP data
Problem: Low adoption, complex onboarding, scattered workflows, no unified design system
2. My Role:
UX Lead for multi-platform (web + mobile)
Led user research, design systems creation, and workflow optimization
3. The Process:
Discovery: Stakeholder interviews, current-state journey mapping
Define: User archetypes (Wanderer, Steward, etc.), task flow diagrams, IA
Design: Low-fi wireframes, Figma prototypes, high-fidelity mockups, design system tokens
Test: Usability testing, iteration loops
Deliver: Final assets, design documentation, dev handoff
5. The Solution:
Unified navigation & IA
Streamlined onboarding with personalized entry points
Scalable design system with 40+ reusable components
Accessible UI (WCAG 2.1 AA)
6. Solution and Impact:
+8% adoption rate in 6 months
30% faster completion for key workflows
Cross-team design consistency increased (feedback from devs/product owners)
Improved documentation access/ engagement by 3x in 6months
Streamlined onboarding for 100+ new users across multiple federal teams
Reduced help desk inquires related to self-service by 25%
Used by leadership as a model for other internal platforms
Streamlined onboarding for 100+ new users across multiple federal teams
Reduced help desk inquires related to self-service by 25%
Used by leadership as a model for other internal platforms
Reflections:
This project taught me the power of visual thinking and how I was able to leverage this to assist users with understanding how they might navigate technically dense and difficult documentation in a political environment.
Building archetypes and aligning with governance helped me influence product strategy, the importance of understanding who our users are and the focus of switching from concierge to self help service.
Building archetypes and aligning with governance helped me influence product strategy, the importance of understanding who our users are and the focus of switching from concierge to self help service.