Automating case management workflows to enable over 2X expansion of government partnerships

• Sole UX Designer & strategic facilitator leading the end-to-end redesign of a mission-critical workforce development portal

• Facilitated cross-organizational discovery and alignment across internal government partnership, engineering, and program stakeholders

• Managed requirements, user flows, and change management for four distinct user groups

• Owned the project lifecycle— including research, technical integration (partnering closely with engineering), QA, launch, and training

• Supported adoption by facilitating comprehensive training programs and supporting cross-team rollouts

The MVP version of our partnership portal failed to support the complex coordination required between our organization, workforce boards, and program participants. 

As a result, our team resorted to manual processes for case coordination—spending up to 1–2 hours per participant on the most time-consuming tasks each week.

Collaborative Discovery & Stakeholder Workshops

Led multi-stakeholder workshops to uncover workflow needs and "it depends" scenarios, then conducted iterative design sessions across Product Engineering, Program, and Government Partnerships teams to refine user flows and screens

Multi-Platform UX Design & Prototyping

Designed automated workflows across 3 interconnected platforms (Workforce Portal, Admin Portal, Student Portal), creating flows and screens that streamlined manual processes

Usability Testing & Cross-Functional Implementation

Conducted usability testing with workforce board partners to validate designs, partnered with engineering on development tickets and QA, and managed training rollouts across all user groups

Midway through the project, I discovered we couldn't pursue no-code customization. 

While I was able to realign across stakeholders on practical design solutions to the most pressing issues, this experience reinforced the value of ensuring clarity and alignment in communications, and early cross-functional collaboration. It shaped my approach to future projects.

Designing for a rapidly evolving operation

The evolving nature of our organization’s new government partnerships function contributed to ongoing alignment challenges and difficult moments in managing project scope. 

I maintained stakeholder alignment and limited scope creep through transparent communication about project boundaries and fostering shared ownership of our core objectives across design, engineering, and government partnerships teams.

Working within a growing team

A growing team and organization was inevitably leading to changes in the ways we work together. Space for communication and feedback, along with a respectful, blameless team culture, let us communicate and adjust to these changes during this project.

The hand-drawn lines found throughout my portfolio are representations of the way my design projects have woven through the design process - so far, different each time and never linear.