This case study presents a generalized view of the design process. Specific details have been modified to protect confidential information.
Enterprise UX Design
Enterprise Platform 2.0: Revolutionizing Request Management
Redesigning an enterprise approval platform to improve submission
workflows, review processes, and overall user satisfaction
Financial Services
Enterprise Platform
Case Management
Project Overview
This project involved redesigning a comprehensive enterprise platform
designed to streamline the submission of approval requests and pre-
review of transactions. The UX design initiative aimed to improve user
experience by addressing critical pain points in the current system, which
was only accessible to administrators and lacked support for new
processes and controls for adding and removing entities.
The updated application provides an intuitive interface that aligns with
user needs, allows for easy submission and updating of requests, enables
a seamless approval and pre-review process, and ensures the integrity of
transactions.
Timeline
12 months
Team Size
7 members
My Role
Lead UX/UI Designer
• Led end-to-end design process
• Conducted user research and interviews
• Created wireframes and prototypes
• Designed final UI and interactions
• Collaborated with development team
Tools Used
Figma
Design & Prototyping
Mural
Collaboration & Workshops
Team Composition
UX Designer
1
Business Architect
1
Developers
5
Total Team
7 members
Previous System Challenges
Before the redesign, the system presented significant usability challenges that hindered productivity and user satisfaction. The existing interface suffered
from poor information architecture, outdated visual design, and limited functionality that failed to meet modern user expectations.
Current State Challenges
Access Limitations
• System only available to administrators
• No self-service capabilities for submitters
• Limited user role management
• Maintenance issues due to restricted access
Process Limitations
• No support for new request processes
• Lack of entity management controls
• Manual data entry by administrators only
• Inefficient approval workflows
User Experience Issues
• High user dissatisfaction
• Time-consuming manual processes
• Frequent errors due to unclear workflows
• Poor information architecture
Existing Interface Analysis
Legacy Request Creation Form
The original request submission interface
featuring prospective applicants section,
request information fields, and dropdown
selectors for category, type, and reason. The
form lacked proper visual hierarchy, clear field
grouping, and intuitive user guidance, leading
to frequent submission errors.
Results & External Query Interface
Complex results display showing request
information in dense tables with multiple data
sections including external query results. Poor
information architecture made it challenging to
distinguish between different data types and
navigate through comprehensive results
efficiently.
Dual Search Interface
The legacy search system required users to
choose between separate search methods -
either by SSN/TIN with multiple input fields or
by applicant name. This fragmented approach
created confusion and inefficiency, forcing
users to understand different search
paradigms for the same task.
1
Legacy Request Creation Form
The original request submission interface featuring
prospective applicants section, request information
fields, and dropdown selectors for category, type, and
reason.
2
Results & External Query Interface
Complex results display showing request information
in dense tables with multiple data sections including
external query results.
3
Dual Search Interface
The legacy search system required users to choose
between separate search methods - either by SSN/TIN
with multiple input fields or by applicant name.
Research Findings from Current State
Quantitative Data
Average Task Completion Time
12-15 minutes
User Error Rate
28%
User Satisfaction Score
3.2/5
Qualitative Insights
"The interface feels outdated and doesn't match our workflow expectations"
"It takes too long to find specific requests in the system"
"The form is confusing and I often make mistakes filling it out"
"There's no clear indication of what needs to be done next"
Business Goals
Self-Service Capabilities
Enable users to create their own requests
based on their role permissions, including
automated routing for approval based on
risk and business conditions
Enhanced Query Capabilities
Allow employees to run comprehensive
searches and maintain query functionality
to determine applicant status and
categories across the platform
Process Automation
Automate the compilation and distribution
of daily request status updates and
changes to business stakeholders and
leadership teams
Case Management Workflow
Implement comprehensive case
management with workflow capability for
tracking and managing approval requests
and administrative tasks
Access to Request History
Provide employees access to
comprehensive chronology of internal
inquiries and external queries for complete
tracking and audit trails
Auditing & Reporting
Develop comprehensive querying and
reporting capability to support auditing
requirements and management reporting
needs
User Needs Analysis
Operational Efficiency
Minimize time spent on maintenance and optimize time spent on
core business tasks
Reduce manual data entry by administrators - enable request
owners to input their own data
Seamlessly integrate with other enterprise systems to reduce
data discrepancies
System Capabilities
Implement advanced search capabilities for efficient request
discovery and management
Provide real-time updates and automatic notifications for
improved accuracy
Ensure all requests are up-to-date and accurate through
automated processes
Success Metrics
Our success is measured through quantitative tracking and qualitative user feedback to ensure the redesigned system meets business objectives and user
expectations.
Request Volume
Number of requests submitted and
approved over time
• Track submission rates by user type
• Monitor approval efficiency trends
• Measure system adoption growth
Process Efficiency
Time spent on submitting, updating and
approving requests
• Measure task completion times
• Track workflow bottlenecks
• Monitor time-to-approval metrics
User Satisfaction
Qualitative feedback from users (Voice of
the Customer)
• Regular user feedback surveys
• Support ticket analysis
• User interview insights
User Personas
Through comprehensive user research and stakeholder interviews, we identified five distinct user types within the enterprise system. Each persona
represents unique needs, frustrations, and goals that guided our design decisions throughout the project, ensuring all stakeholders' requirements were
addressed.
System Administrator
Responsible for managing the platform -
Manages the overall system, handles user
requests, and maintains data integrity while
generating reports for stakeholders.
Request Submitter
Responsible to submit requests for
approval/review - Initiates approval requests,
submits required documentation, and
collaborates with stakeholders throughout the
approval process.
Approver
Responsible to approve/reject submitted
requests - Reviews approval requests, makes
approval decisions, and manages multiple
requests while ensuring compliance with
organizational policies.
Super Admin
Responsible to manage user permissions -
Oversees user permissions and system access,
manages user roles and configurations, and
ensures system backup and recovery
capabilities.
Searcher
Responsible to search and retrieve information
- Searches for requests by various criteria,
views request information, and generates
reports or extracts data as needed.
1
System
Administrator
Responsible for
managing the
platform
Manages the overall
system, handles user
requests, and maintains
data integrity while
generating reports for
stakeholders.
2
Request
Submitter
Responsible to
submit requests for
approval/review
Initiates approval requests,
submits required
documentation, and
collaborates with
stakeholders throughout
the approval process.
3
Approver
Responsible to
approve/reject
submitted requests
Reviews approval requests,
makes approval decisions,
and manages multiple
requests while ensuring
compliance with
organizational policies.
4
Super Admin
Responsible to
manage user
permissions
Oversees user permissions
and system access,
manages user roles and
configurations, and
ensures system backup
and recovery capabilities.
5
Searcher
Responsible to
search and retrieve
information
Searches for requests by
various criteria, views
request information, and
generates reports or
extracts data as needed.
Key Persona Insights
System Administrator
• Struggles with manual processes and email
notifications
• Needs bulk operations for efficiency
• Requires better user management capabilities
• Wants automated reporting features
Request Submitter
• Frustrated with manual entry and status
tracking
• Needs clear approval process visibility
• Wants integrated workflows with other
systems
• Requires user-friendly interface design
Approver
• Challenged by multiple simultaneous
requests
• Needs comprehensive document access
• Wants streamlined decision-making tools
• Requires efficient workload management
Super Admin
• Frustrated with manual permission
management
• Needs data migration capabilities across
systems
• Wants backup and recovery features
• Requires user role configuration tools
Searcher
• Limited by basic search functionality
• Needs mobile access for search operations
• Wants to save and access search results
later
• Requires contact capabilities with request
managers
Business Architecture & Process Flows
Comprehensive analysis of stakeholder requirements and process optimization, from mapping existing workflows to designing streamlined architectures
that enhance efficiency while maintaining compliance standards.
Business Requirements Analysis
Comprehensive stakeholder mapping and requirements analysis
showing current state vs. target requirements across all user roles
and business processes.
Current State Analysis
Mapped existing workflow with
stakeholders from request creation
through approval, identifying
bottlenecks and inefficiencies in the
process.
Target Requirements
Streamlined workflow consolidating
user roles and eliminating redundant
touchpoints while maintaining
compliance and oversight
requirements.
Request & Approval Workflow
End-to-end process flow showing decision points, stakeholder
interactions, and system touchpoints from initial request through
final approval and record management.
Key Stakeholders
• Request Owners
• Platform
Administrators
• Compliance Team
• Senior Approvers
Decision Points
• Compliance Review
Required
• Stakeholder Review
• Risk Assessment
• Final Approval
System Integration
• Core Platform
• Email Notifications
• Document
Management
• Audit Trail
1
Business Requirements Analysis
Comprehensive stakeholder mapping and requirements analysis showing current state
vs.
2
Request & Approval Workflow
End-to-end process flow showing decision points, stakeholder interactions, and system
touchpoints from initial request through final approval and record management.
How Might We Sessions
We conducted collaborative design thinking workshops to identify key challenges and brainstorm innovative solutions. These sessions brought together
stakeholders from different departments to address core user experience problems.
Status Tracking & User Guidance
"How might we track the status of
requests and provide users with clear next
steps?"
Key Insights
• Users need real-time visibility into request
status
• Email notifications should be contextual and
actionable
• Progress indicators must show clear next
steps
Solutions Identified
• Automated email workflows with urgency
levels
• Dashboard with visual progress tracking
• Contextual help and guidance tooltips
Implementation Impact
• 40% reduction in status inquiry calls
• Improved user confidence and satisfaction
• Faster decision-making by approvers
Search & Filtering Enhancement
"How might we enhance the search of all
requests and filter them down using
specific criteria?"
User Pain Points
• Difficulty finding specific requests
• Limited search capabilities by various criteria
• No advanced filtering options
Solutions Identified
• Global search with intelligent matching
• Multi-criteria filtering interface
• Saved search and recent items functionality
Technical Considerations
• Integration with existing systems
• Performance optimization for large datasets
• Mobile-responsive search interface
Version Control & Change
Visualization
"How might we update requests and
visualize the difference between old
version and new version?"
Challenge Areas
• Tracking changes across request updates
• Visualizing differences between versions
• Maintaining audit trail for compliance
Proposed Features
• Side-by-side comparison view
• Highlighted changes with timestamps
• Comment system for change justification
Business Value
• Enhanced transparency in decision process
• Better compliance documentation
• Reduced time spent on change reviews
1
Status Tracking & User Guidance
"How might we track the status of requests and
provide users with clear next steps?"
2
Search & Filtering Enhancement
"How might we enhance the search of all requests and
filter them down using specific criteria?"
3
Version Control & Change Visualization
"How might we update requests and visualize the
difference between old version and new version?"
Design Evolution
Low-Fidelity Prototypes
Initial wireframes that translated user research insights into structural design solutions. These prototypes focused on information architecture, user flow
optimization, and core functionality placement.
Request Creation Form
Initial wireframe showing the request submission interface with applicant
details, request information, compliance reviews, and stakeholder meeting
sections. This comprehensive form captures all required data points
identified during user research.
Request Details View
Detailed view wireframe displaying request status, applicant information,
uploaded documents, and activity history. Features collapsible sections and
clear approval/rejection workflow with real-time status tracking.
Requests Dashboard
Master list wireframe with advanced search and filtering capabilities. Includes
status indicators, sorting options, and bulk actions addressing the key user
need for efficient request management and discovery.
Comprehensive Request Interface
Detailed wireframe showcasing the complete request form layout including
applicant information, nomination details, guidance commentary, legal
opinions, stakeholder meetings, document management, and loan number
tracking. This prototype demonstrates the full information architecture and
workflow integration requirements.
1
Request Creation Form
Initial wireframe showing the request
submission interface with applicant
details, request information,
compliance reviews, and stakeholder
meeting sections.
2
Request Details View
Detailed view wireframe displaying
request status, applicant information,
uploaded documents, and activity
history.
3
Requests Dashboard
Master list wireframe with advanced
search and filtering capabilities.
4
Comprehensive Request
Interface
Detailed wireframe showcasing the
complete request form layout
including applicant information,
nomination details, guidance
commentary, legal opinions,
stakeholder meetings, document
management, and loan number
tracking.
High-Fidelity Prototypes
Final high-fidelity designs showcasing the complete visual design system, enhanced user interface, and refined user experience. These prototypes
represent the culmination of user research, wireframing, and iterative design refinement based on stakeholder feedback, featuring the complete Platform
2.0 interface ecosystem.
Detailed Nomination View
Comprehensive nomination detail interface
showcasing all critical information organized in
collapsible sections including Applicants,
Nomination Information, Guidance
Commentary, Appraisals, Loan Information,
Attachments, External Query Results, and
Activity tracking. Features action buttons for
Cancel, Approve, Reject, and Update
Nomination workflows, with real-time status
updates and comprehensive document
management capabilities.
Enhanced Search & Filtering Interface
Advanced search interface demonstrating the
improved user experience with SSN/TIN and
name-based search functionality, smart filters
for nomination status and ownership, and an
intuitive toggle system for personalized views.
The design maintains the professional
enterprise aesthetic while significantly
improving usability and information hierarchy.
Complete Nomination Management
Interface
Comprehensive nomination editing interface
featuring all essential sections including
Applicants management, Nomination
Information, Add Loan Information with search
functionality, Attachments handling, Guidance
Commentary, Stakeholder Meeting
coordination, and Legal Opinion tracking. The
interface demonstrates the full scope of
nomination lifecycle management with
collapsible sections for optimal user
experience and efficient data organization.
Enhanced Form Validation & Guidance
System
Advanced nomination creation form featuring
intelligent validation and real-time guidance
system. The interface includes contextual help
messages, business rule notifications (such as
DFE criteria requirements for Approvals and
Stakeholder Meetings), and dynamic validation
feedback. Smart alerts provide clear guidance
on category-specific requirements and
regulatory compliance, significantly reducing
user errors and improving form completion
accuracy.
Platform 2.0 - Main Dashboard
The redesigned main dashboard featuring a
clean, modern interface with personalized user
greeting, comprehensive nominations
management, and advanced search
capabilities. The interface includes intelligent
filtering with 'My Nominations' toggle, status-
based organization with color-coded indicators
(Pending, Active), and streamlined data
presentation showing nomination details,
ownership, categories, and criteria in an easily
scannable format.
Smart Create Nomination with Conflict
Detection
Intelligent nomination creation interface
featuring proactive conflict detection and
resolution. When users attempt to create
nominations for applicants with existing active
nominations, the system displays
comprehensive warnings with detailed
information about existing nominations,
including status, dates, owners, and criteria.
Users can choose to continue with new
nominations or update existing ones, ensuring
data integrity and preventing duplicate entries.
1
Detailed Nomination View
Comprehensive nomination detail interface
showcasing all critical information organized in
collapsible sections including Applicants, Nomination
Information, Guidance Commentary, Appraisals, Loan
Information, Attachments, External Query Results, and
Activity tracking.
2
Enhanced Search & Filtering Interface
Advanced search interface demonstrating the
improved user experience with SSN/TIN and name-
based search functionality, smart filters for nomination
status and ownership, and an intuitive toggle system
for personalized views.
3
Complete Nomination Management
Interface
Comprehensive nomination editing interface featuring
all essential sections including Applicants
management, Nomination Information, Add Loan
Information with search functionality, Attachments
handling, Guidance Commentary, Stakeholder Meeting
coordination, and Legal Opinion tracking.
4
Enhanced Form Validation & Guidance
System
Advanced nomination creation form featuring
intelligent validation and real-time guidance system.
5
Platform 2.0 - Main Dashboard
The redesigned main dashboard featuring a clean,
modern interface with personalized user greeting,
comprehensive nominations management, and
advanced search capabilities.
6
Smart Create Nomination with Conflict
Detection
Intelligent nomination creation interface featuring
proactive conflict detection and resolution.
Complete Interface Ecosystem
Dashboard & Navigation
• Personalized dashboard with smart filtering
• Advanced search with multiple criteria support
• Status-based organization and visual indicators
• Streamlined navigation and user menu integration
Advanced Form Systems
• Comprehensive nomination management
interface
• Smart conflict detection and resolution
workflows
• Real-time validation with contextual
guidance system
• Integrated document and loan information
management
Intelligence & Automation
• Proactive duplicate nomination detection
• Business rule enforcement with clear
guidance
• Dynamic form validation and error prevention
• Category-specific requirement notifications
User Feedback & Testing Results
After implementing the redesigned system, we collected comprehensive feedback from all stakeholders involved in the project. The results exceeded our
expectations, demonstrating significant improvements in user satisfaction and system effectiveness.
Stakeholder Feedback Summary
Key Highlights
• 9.3/10 average satisfaction rating across all stakeholders
• 100% of users found the process beneficial and would recommend it
• Significant time savings reported by all user groups
• Improved collaboration between technical and business teams
Stakeholder Representation
• Senior Directors and Project Owners
• Senior Managers and Team Leads
• Technical Advisors and Architects
• Senior Associates and End Users
Usability Testing Scores
Task Completion Rate
94%
User Satisfaction
9.3/10
Ease of Use
8.8/10
System Effectiveness
9.1/10
Impact Summary
Process Improvement
Teams reported significant improvements in workflow efficiency, with
many noting hours saved daily through the new system design.
Collaboration Enhancement
Cross-functional collaboration improved dramatically, with better
understanding between technical and business stakeholders.
Future Adoption
All stakeholders expressed enthusiasm for applying similar design
approaches to future projects and system updates.
Key Learnings & Impact
What Worked Well
• User-centered design approach led to high adoption rates
• Early stakeholder involvement prevented late-stage changes
• Iterative testing validated design decisions effectively
• Automated features significantly reduced processing time
• Business architecture mapping revealed critical optimization
opportunities
• Cross-functional collaboration improved team dynamics
Areas for Improvement
• Earlier integration with technical constraints
• More comprehensive accessibility testing needed
• Additional mobile-specific user research required
• Enhanced onboarding for less tech-savvy users
• Better change management for process transitions
• Continuous feedback loops for ongoing improvements
