Benefit Management System
A single platform replacing a fragmented, multi-tool process, built to automate, secure, and speed up the entire workflow.
Design Team:
6 Designers
My Role:
Lead Product Designer (Hands-On)
STATUS:
Live and in production
TIMELINE:
1+ year
Automating a process that used to live across spreadsheets, emails, paper, and a legacy app.
This project was the starting point of a company-wide initiative to modernize the organization's entire management system. Over the course of a year, the team replaced a process built on spreadsheets, emails, and a legacy app with a single automated platform.
The main challenge wasn't just designing new screens; it was redesigning how an entire process worked, while keeping it usable for the people who depend on it every day.
What this project involved
A system built under real-world constraints, not a textbook process.
This was one of the first projects to bring a structured UX/UI process into an organization with little prior design culture. There was no time for a dedicated research phase, screens had to be designed in parallel with discovery and development, on a system being defined as it was being built.
As lead, I made the call early on: instead of waiting for the conditions a textbook process asks for, we'd design, ship, and adjust based on real usage. Each release became its own research round, what people actually clicked, where they got stuck, what they asked support for, feeding straight into the next iteration.
That speed had a cost. Some parts had to be redesigned and rebuilt once real usage showed what upfront research would have caught. As lead, that meant deciding what to fix first and what to let stand while the team of six kept moving, prioritizing not by what looked broken, but by what was actually costing the business and the case managers using it.
It wasn't the cleanest path to the result, but it was the one that fit the constraints we had.
The result: a system that went from more than three disconnected tools to one, with the rework built into the timeline rather than treated as failure. Case management got faster and more secure, and the team carved out a real UX/UI practice in an organization that didn't have one going in.
Curious how the benchmark data actually shifted that conversation, or how the modular system holds together in practice? Happy to walk through it. Get in touch.
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