• Pilot program for an existing customer
• Original implementation did not meet Product Owner standards — both process and instructions were poorly written and confusing

After seeing the initial implementation, the Product Owner gave the project to me and one of our visual designers and asked us to workflow and redesign the entire process.

• Met with the product owner to go through the original implementation and discuss pain points
• Documented requirements
• Developed a new workflow that took into account...
• Took the approved workflows and screenflows to the visual designer on the project and worked with her to develop new mock-ups
• Reviewed code implementation to ensure it met expectations, followed the styleguide specifications, and fulfilled user needs

• Streamlined and simplified the experience
  • The original implementation forced all users into a workflow that addressed niche situations. Since we could easily identify the handful of users who actually fit the niche scenarios, the rest could skip those sections. This made the process faster, less burdensome, and far less confusing for the majority of our users
  • Re-worked the language on every screen so that users understood the choices they were making, what the consequences of those choices would be, and the purpose behind them
• Corrected login/verification issues not anticipated in the original workflow
• Added occasional prompts and confirmations into the process to help users correctly navigate to their desired outcome
• Corrected misleading/confusing email language
• Changed the information displayed on our internal site, allowing our help desk techs to more efficiently identify login issues caused by SSO