With methods such as card-sorting, user journeys, user interviews and testing, I led regular improvements to a legacy case management system.

An outdated UI should not be an obstacle to introducing new features, efficiency gains and other iterative improvements.

User journeys

User journeys map the steps users go through to achieve an objective. They help identify inefficiencies and ways to shorten and improve the journeys, particularly for priority tasks (‘red routes’). 

I produced user journeys to help visualise the workflows of case management users.

User journey diagram

Card sorting

Card sorting is a technique to help develop better system navigation, also known as information architecture. I’ve run a number of card-sorting workshops, both online and on paper. 

In card-sorting workshops, I ask users to identify and group pages or features and provide a name for each group. Card-sorting helps to arrange sites and software, particularly those which are larger and more complex, in a user-centric way.

Navigation

Based on card-sorting, user interviews and user testing, I refined the navigation of a legacy case management system to provide a more usable, streamlined experience, particularly for new users.

To explain the improvements to users, I produced a simple interactive mockup with overlays.

Navigation changes screenshot

In-context prototyping

I usually prefer wireframes for user testing, but for tests on a legacy case management system I produced prototypes built around the existing UI. In this scenario, it was helpful for users to interact with proposals in a familiar environment. 

Prototype screenshot