Redesigning the Incident Management Application for Enhanced Usability
Due to the highly sensitive nature of this project, only non-sensitive content has been included in this case study. Details have been abstracted or generalized to maintain confidentiality.
Project overview
In this project, my team and I focused on redesigning an incident management application designed specifically for storefront managers. This tool allows managers to report incidents directly to home office dispatch teams, aiming to streamline response times and mitigate potential business losses more effectively. I collaborated closely with another UX designer to deliver an improved user experience.
The goal of the redesign was to save time during critical moments by creating a user-friendly interface that encouraged adoption among storefront managers, ultimately reducing their reliance on lengthy phone calls to report incidents.
The problem
The existing application faced significant usability challenges:
Complex Navigation: The interface was overly complicated, making it difficult for users to find necessary features or information.
Poor Adoption: Frustrated with the app’s inefficiency, storefront managers preferred to wait on hold to submit claims via phone.
The target users for this application were storefront managers, and the primary objective was to increase adoption through a streamlined and intuitive design.
The process
User Interviews To understand the pain points and current process, we conducted in-depth interviews with storefront managers. These interviews provided valuable insights into the challenges they faced, such as:
Difficulty locating specific features.
Time wasted navigating a convoluted system during stressful incidents.
Preference for human interaction over struggling with the application.
Affinity Mapping To synthesize the data, we created an affinity map, grouping feedback into common themes. This exercise helped us identify major trends, including:
The need for a more logical flow to report incidents.
Simplified forms to reduce cognitive load during reporting.
Clearer labels and instructions to guide users through the process.
While specific metrics are confidential, the redesigned application showed significant improvement in usability testing:
Users reported finding key features more quickly.
Feedback indicated increased confidence in using the app for incident reporting.
Initial adoption rates among test groups demonstrated a notable uptick.
Beyond these quantitative results, qualitative feedback highlighted a positive shift in user perception. Managers expressed appreciation for the simplified design and acknowledged that it made their job easier during high-stress situations.
This project underscored the importance of listening to users and letting their feedback guide design decisions. By focusing on their needs and pain points, we were able to transform an underutilized tool into one that empowered users and streamlined their workflows.
Through this experience, I learned the value of collaboration—working with another designer allowed us to balance creative ideas with practical constraints. This project also reinforced the significance of iterative design in tackling complex usability challenges.