Project Overview
I served as the product designer on an enterprise web application used by multiple internal departments to manage and track delivery orders.
This work was an ongoing, iterative effort focused on improving usability and operational efficiency. Working closely with the product owner and engineering team, we ran a continuous feedback loop with department stakeholders to identify pain points and prioritize improvements into sprints. Throughout my time on the project I contributed to over 50 UX enhancements across the platform. The three examples shown in this case study are representative highlights from that broader body of work.
Timeline
1 year
Team
1 Product Designers
Product Owner
2 Developers
Role
Product Designer
Tools
Figma
Figjam
Zoom
ClickUp
Platform
Web App
Status
Shipped
Live
Contribution
User interviews
Concept ideation
Prototyping
Problem Context
The internal app had grown via incremental updates and department-driven requests, which created inconsistent flows and friction for users.
Different teams adapted their own workarounds; operators often needed multiple screens or browser tabs to complete a single task, and reporting data was not always tailored to individual departmental needs. These gaps caused context switching, longer task times, occasional data errors, and extra support overhead. The work that followed targeted those recurring operational pain points through focused, incremental updates.
Core Challenge
How might we evolve an established enterprise platform through continuous UX improvements that enhance usability, efficiency, and cross-department collaboration?
Research & Insights
Insights were gathered through a continuous feedback loop driven by the product owner’s weekly check-ins with departments.
Instead of one large research sprint, learning happened continuously via stakeholder interviews, shadowing sessions, support ticket analysis, and direct feedback from operators. I partnered with the product owner to synthesize this incoming feedback into prioritized opportunities for design work. This real-world input kept design efforts tightly aligned with evolving business needs.
Feedback loop diagram
Design Goal
From recurring feedback, a set of guiding goals emerged to steer each incremental improvement.
While priorities evolved over time, recurring goals guided the design approach:
Simplify multi-step workflows to reduce unnecessary navigation.
Improve visibility of critical order information across screens.
Create consistent UI patterns and interaction behaviors.
Enable department-specific reporting and tailored data views.
These goals served as a lightweight rubric for evaluating concepts and measuring success after release.
Ideation
Ideas for new features or updates were driven by user feedback and sprint planning discussions.
Once an opportunity was identified, I worked with the product owner and developers to explore multiple design directions before narrowing in on the most feasible and impactful solution.
For example, early wireframes for the Temp Tag creation flow focused on improving clarity in multi-step tasks, while brainstorming for the Order Overview toggle centered on keeping critical information accessible without forcing users to open multiple screens.
Tag & Title Packets
Before a vehicle could be moved, a temporary tag often needed to be added to ensure compliance with road regulations. The TSOA team needed a flexible way to track and manage these tags throughout the order lifecycle—not just at the time of creation.
Previously, temp tags could only be added during the initial order setup, which frequently led to workflow interruptions and compliance issues. Our goal was to remove that limitation by enabling users to add or modify temporary tags at any stage, creating a more seamless and efficient process for the team.
Before and after: Ability to create temp tag packets after an order was created
Confirmation modals after user selects to "Create Temp Tag"
Exploring different solutions to bring visibility to the Packet Type on orders.
Order Overview
Each order within the application contained extensive data across multiple areas such as Financials, Activity, and Files. While users could navigate into these individual sections, they often needed quick access to high-level order information while working within deeper screens.
At the time, the TSOA team frequently opened multiple browser tabs for the same order to piece together a complete view—an inefficient and mentally taxing process. Our goal was to eliminate this friction by introducing an Order Overview feature that surfaced key order details in context, allowing users to stay focused and streamline their workflow.
Before and After: Users did not have the ability to see high level order information at the tab level within an order
Toggling the "Show Overview" revealed access to all order information at a glance.
Reporting
Reporting played a vital role in helping TSOA monitor business performance and maintain strong client relationships. It allowed their team to generate quick operational snapshots and share timely updates on order statuses with customers.
To ensure the new reporting experience supported all business functions, we worked closely with TSOA stakeholders to understand the reporting needs of each department. From there, we designed an optimized, centralized solution that consolidated data, simplified access to key metrics, and empowered the team to generate actionable insights with ease.
Exploring structure and optimized layout for reporting.
Report screen allowed users the ability to select the report type and then filter each report based on their required parameters.
Prototyping and Testing
Designs were iteratively tested and refined through collaborative review and user validation.
I created interactive Figma prototypes for internal review and feedback from department leads. Because the system was live, testing often occurred on a staging environment and revised through follow-up conversations after release. Those cycles let us observe real user behavior, confirm that updates met their intended goals, and uncover further opportunities to refine the experience in later sprints.
Final Designs
Over time, a series of iterative improvements transformed the user experience and created a more cohesive system.
Temp Tag Creation Flow: Simplified multi-step order processing and improved clarity in task ownership between departments.
Order Overview Toggle: Introduced a high-level summary panel accessible from deeper screens, allowing users to stay in context while referencing key order details.
Reporting Enhancements: Refined report customization and filtering to surface department-specific insights quickly and clearly.
These three examples are representative of the broader work done across the system and helped establish reusable patterns for future features.
Key Success & Outcome
The cumulative impact of these incremental improvements was a more efficient and intuitive enterprise platform.
Qualitatively, users reported smoother workflows, fewer instances of confusion during cross-department tasks, and better access to needed information. Support teams noted a decrease in common “how do I find X” tickets, and the design patterns established during this period accelerated subsequent feature development. Because the work was iterative, improvements could be validated and adapted quickly to ongoing operational needs.