Improved scanability by clarifying informaiton hierarchy
Flexible and iterative search experience, allowing users to refine results without restarting their search
Customer portal, MVP was released in 2024.
Redesign and improve the overall user experience.
September 2021 - June 2022
• Due to a lack of information hierarchy and site organization, customer support team had been receiving a lot of technical support requests.
• The consequences of document errors in aviation are serious. The design needed to eliminate ambiguity around versioning and surfacing the right information at the right moment in a workflow.
Portal was information-heavy. The UI needed to display critical details without becoming overwhelming to scan quickly.
Multiple UX designers were working on the project. So part of the challenge was ensuring the portal maintained a cohesive and consistent experience across contributions.
Technicians had habits from legacy tools. The new portal had to feel intuitive without dismissing years of learned behaviour.
The information architecture was reorganized around tasks rather than tool origin. Instead of
"click here, then here to download manuals, this button Y on top for tasks,"
I focused: what is the technician trying to complete right now, and what do they need to do it?
Documents were categorized accordingly rather than requiring a separate lookup. This wasn't a product that needed to feel exciting. It needed to feel trustworthy and fast to navigate under time pressure.
The product now has an improved information hierarchy with clear action buttons. The team will keep track of the effectiveness of the new design by tracking the user inquiries in the customer support team.
I explored different ways of organizing dense metadata in list views through wireframes, focusing on clarity in high-information environments. Key explorations included:
These explorations aimed to improve scan efficiency in long document lists.
I proposed and explored supporting both grid and list views to better match different user scanning behaviors.
I intentionally kept the filter checkboxes and granular category selection to support progressive refinement. Based on the usability testings the team noticed that users tend to adjust filters based on visible results.
These initial wireframe explorations helped define the direction of the search experience, particularly around information hierarchy, filter persistence, and flexible view options. While some details were further refined by the team, several patterns were carried through into later stages of implementation, including: filter checkboxes, grid and list views, and granular category filtering.
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