Turning a Clunky Reporting Tool into a Powerhouse
Year: 2023
Role: UX Design Lead
The Challenge
After six years of use, the client’s reporting tool had become more of a burden than a solution for its field teams. What started as a promising tool to track performance had morphed into a clunky, outdated system weighed down by bolted-on features and disjointed workflows. Field users struggled to find the data they needed, leading to inefficiencies, missed opportunities, and even potential compliance risks. Many abandoned the tool entirely, resorting to alternative methods that only deepened the chaos.
To make matters worse, the tool was plagued by critical errors like frequent crashes and freezing, leaving users frustrated and unable to complete key tasks. This was particularly problematic as the organization was transitioning to a tablet-only model, requiring a solution that was not only intuitive but also fast and reliable for on-the-go access.
It was clear the reporting tool needed more than just a refresh—it needed an experience transformation. That’s where my UX team came in, tasked with reimagining the tool to be intuitive, efficient, and aligned with the needs of its users. At the same time, we were committed to delivering a modern, polished design, even though the underlying technology came with limitations. To ensure the best possible outcome, we conducted a technology assessment to explore more modern platforms, ultimately selecting a solution that, while not fully custom, provided the foundation needed to support our vision.
The Journey
As the UX Design Lead, I took charge of orchestrating this transformation. From leading user research and synthesis to managing stakeholders and mentoring a junior designer, I ensured every step of the process was laser-focused on creating a seamless experience for field teams.
Unpacking the Problem Through Research
We began by going straight to the source: the users. Partnering with the UX Research team, I led interviews with 30 field team members across five distinct user groups. These sessions revealed the challenges users faced daily: unclear data presentation, clunky navigation, and workflows that didn’t align with how they worked. Users shared their frustration with the tool’s frequent crashes and freezing, which often disrupted their workflows and added unnecessary stress to their already demanding roles.
Users didn’t just want a tool—they wanted a seamless experience that empowered them to find insights quickly and act decisively. With the shift to tablet-only use, they needed a platform that was fast, reliable, and accessible on the go. These insights became the foundation of our transformation effort, helping us prioritize what needed to change.
Collaborating to Reimagine the Experience
Armed with our research, we brought users into the design process through virtual Design Thinking workshops. Using Mural, the design manager and I facilitated collaborative sessions where users envisioned their ideal reporting experience.
These workshops were designed to go beyond surface-level feedback. Through group and breakout activities, users shared their frustrations and aspirations, helping us co-create solutions tailored to their needs. Their energy and investment in the process were incredible, and their input gave us a clear vision of how the tool could truly transform their workflows.
An example of the raw workshop activity outputs from Mural
Turning Ideas Into a Modern Experience
Guided by the insights from our research and workshops, I led the creation of an interactive prototype in Figma. The prototype wasn’t just about redesigning screens; it was about reshaping the entire experience. We streamlined workflows, overhauled navigation, and reimagined data visualizations to align with user expectations.
Despite the technical constraints of the existing platform, we were committed to delivering a modern, sleek design that would feel fresh and contemporary to users. I worked closely with the junior designer to ensure every element—from typography to layout—reflected this goal, while still staying realistic about what was feasible within the technical limitations. Regular reviews with stakeholders and end users ensured the prototype was both functional and impactful.
Enhancing the Experience With Generative AI
We didn’t stop at fixing the basics—we also explored how generative AI could elevate the user experience. I facilitated proof-of-concept sessions to identify opportunities where AI could surface customer opportunities during key moments in field teams’ daily activities. This innovation added a forward-looking dimension to our work, positioning the tool as more than a solution—it became a strategic asset.
Results
The transformation was profound. The redesigned tool was no longer just a reporting platform—it was a streamlined, user-centered experience that empowered field teams to succeed. Key outcomes included:
Empowered Users: By simplifying navigation and aligning workflows with user needs, the tool became an intuitive part of their daily work.
Validated MVP: The minimum viable product directly addressed the most pressing pain points, setting a strong foundation for further enhancements.
Forward-Thinking Innovation: Generative AI capabilities positioned the tool as a cutting-edge solution, helping users uncover insights and act decisively.
Modern Look and Feel: Despite technical constraints, we delivered a design that felt fresh and contemporary, giving users a visually engaging experience that matched modern design standards.
Platform Upgrade: Our tech assessment ensured the client transitioned to a more modern platform, providing a strong foundation for scalability and future growth.
Reliability on the Go: With the shift to tablet-only use, the tool was optimized for speed and stability, ensuring users could access it quickly and reliably in the field.
This project wasn’t just about fixing what was broken; it was about fundamentally transforming how field teams interacted with their reporting tool. By focusing on the experience, we created a solution that didn’t just meet their needs—it exceeded their expectations.
