The Problem

The legacy system wasn't unified. Managers across different roles, authority levels, and teams operated across disconnected tools with no contextual awareness. The result: information overload, redundant workflows, and high cognitive load — all set to be carried forward into a brand-new platform.

"Migrating the old system wouldn't fix it. It would preserve it."

My Role

I was the UX Designer responsible for the Manager experience, but my contribution expanded into shaping overall product direction.

I led: user research & persona creation, journey mapping, dashboard concept & prototyping, focus group validation, and design QA during development.

Research & Reframe

Rather than accepting "migrate the old system" as the brief, I reframed the core question:

"How might we design a single system that adapts to different users — instead of forcing users to adapt to the system?"

Through user research with managers across tenures, teams, and regions, a clear pattern emerged: the problem wasn't the UI. Managers had too many tools, information lacked context, and critical actions were buried under noise.

The insight: Managers don't need more features. They need the right information, at the right time.

The Solution — Role-Based Dashboard System

I proposed a customized, authority-aware dashboard system built on a backend authorization model developed in collaboration with engineering.

Each user would have a defined authority level, granting visibility into only the workflows relevant to their role. Unauthorized sections were hidden entirely — not disabled, hidden.

This created one unified system with multiple personalized experiences.

Priority Feature — Pending Approval Flow

Working with the Product Owner and usage data, one workflow stood out as the highest-frequency, most business-critical action: Pending Approvals.

Agents handling customer requests have authorization thresholds. When a request exceeds their limit, it escalates to a manager — creating a high-volume, time-sensitive queue.

I designed the Pending Approval Dashboard with:

• A prioritized list of requests with clear status indicators

• Key data points surfaced upfront (amount, type, agent details)

• Approval/rejection actions

• Bulk approval capability for high-volume scenarios

Prototypes in Figma simulated the full loop: agent action → manager approval → system update, giving developers and stakeholders a clear, end-to-end picture of the workflow.

Validation & Iteration

I ran focus groups with tenured and newly onboarded managers across different teams and regions. Feedback directly shaped the final design — refining information hierarchy, surfacing key actions, and streamlining interaction flows.

This ensured the solution wasn't just functional for one context — it was scalable across the organization.

The system was subsequently extended to additional workflows — Agent Threshold Management, Payment Inquiry, Transaction Inquiry, and EA Partner flows — each following the same personalization principle.

What I Learned

" Sometimes the goal isn't to improve an interface. It's to redesign how the system behaves for different people."

Moving from migration to transformation, I helped turn a fragmented, role-blind experience into a scalable, intelligent product system — and in doing so, expanded what the project could be.

Skills: Product Thinking · UX Strategy · Role-Based System Design · User Research · Cross-Functional Collaboration · Agile Delivery & QA

Dashboards