Revamping Case Tracking
Reducing User Frustration and Increasing Transparency in the Status Experience
Project Summary
My Role(s)
Lead Designer
UX Researcher
Tools
Figma
Mural
Microsoft Teams
Methods
Desk research
SME interviews
User journey mapping
Participatory research
Comparison testing
Affinity mapping
Personas
Gamestorming
Process Overview
I led research and design for a federal case tracking system aimed at reducing user frustration and improving transparency. Through desk research, SME interviews, and participatory design, I uncovered three key pain points:
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Unclear timelines
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Unpredictable updates and
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Low trust.
Results
​​​Two design concepts were tested, and the final hybrid solution combined the best-performing features in order to:
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Clarify timelines
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Humanize communication
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Increase user confidence
Impact Highlights
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Clarity: Redesigned status layouts made timelines, next steps, and progress easy to understand.
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Trust: Built transparency into the tracking experience, reducing uncertainty and frustration.
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Empathy: Used plain-language updates to humanize digital communication.