Removing Document Delivery Barriers
Aligning frontend experience with backend logic to reduce friction for customers and internal teams.
Misaligned Expectations & Broken Flows
The MIO Document Center is the central hub for collecting and routing critical documents that support various platform functions across user roles.
A combination of complex backend logic and an unclear, inconsistent user interface creates confusion and inefficiencies, resulting in duplicate uploads, missed submissions, and manual interventions that cause frustration and delay critical processes.
Findings & Objectives
I analyzed two years’ worth of customer and internal feedback and identified clear patterns: customers struggled with a confusing submission experience, while internal teams faced a fragmented, inefficient review process.
Visible Details
Invisible Details
Bringing Clarity: Externally & Internally
Lessons Learned
1. Legacy systems are tech Frankensteins with heavy technical debt.
Legacy systems are complex ecosystems of patchwork solutions - creating a brittle infrastructure where even small UX improvements require navigating deep technical debt and outdated logic. Design solutions in these environments must be pragmatic, collaborative, and informed by system constraints.
2. Sometimes data and evidence are not enough to gain business and stakeholder buy-in.
Even with compelling user feedback and clear usability findings, organizational priorities and political dynamics can outweigh the evidence. Aligning with broader strategic business goals is as important as the research itself.
3. When no one owns the full journey, UX fills the gap.
In complex organizations, ownership of the user journey is often fragmented - each team sees only a piece of the puzzle. Approaching the problem space with curiosity and a systems-thinking lens often reveals that no one has stepped back to see the full picture.