Supervisor Review Mode
Designed to replace a manual offline process, Supervisor Review Mode provided supervisors with a streamlined, cloud-based environment to complete reviews. The solution simplified navigation, consolidated case tasks in one place, and integrated seamlessly into existing workflows, making it easier for supervisors to review cases with confidence and efficiency.
*This case study is based on confidential work. All sensitive details and data have been modified, abstracted, or removed. The visuals shown here are conceptual representations to illustrate my design process.
Product Designer
Designer, PM, Engineers, Stakeholders
4 Months
Challenge
Supervisors were having to complete their reviews offline. Editing pdf's in Acrobat, manually keeping track of files, storing documents locally, and managing the whole process - a huge cognitive load and a slow process.
Results
The new process brings all supervisory review tasks online into the app and provides a new view and the tools supervisors need to efficiently complete their review and communicate with officers.
1,200+
Sessions in month 2
22%
Increase in usage month over month
83%
Users using the 'happy path'
Process
Research & Analysis: I interviewed 7 users and constructed a series of user flows based on that research. In the flows I identified which apps/platforms were being used, how users were accomplishing their tasks, and the pain points at each stage of the review process.
I presented those flows, categorized pain points, problem statements and potential solutions to leadership.
Workshops: Using problem statements generated from the user pain points I ran a series of 3 workshops. One focused on aligning with leadership and understanding the outcomes they were expecting from the new product. One with my team outlining new features and beginning to explore technical constraints. One with a group of designers to dive deeper into potential solutions and brainstorm.
Prototyping: I created a high fidelity prototype and updated user/product flows to present to leadership. Based on the feedback I updated the prototype to use for testing with users.
Usability Testing: We conducted usability tests with 4 users to validate the design and identify areas for improvement. The users were asked to click through the 'happy path' of the new product and give us any feedback. We also A/B tested 3 product features during these sessions. Based on the feedback, we made necessary adjustments to the design.
Component Creation & Documentation: With the final design complete I cleaned up the components to put into our internal design system. I also documented all components, sections, and pages to present and handoff for development.
Launch: I helped coordinate the launch with stakeholders and rollout the new product with users. We've historically struggled with adoption and this project has proved to be one of our more successful launches.
User Quotes
“The changes you guys made definitely make it easier in viewing it, because sometimes it’s really easy to miss things”
-Supervisor user
“I’ve been using it and it’s so much nicer than downloading and uploading and keeping track of everything!”
-Supervisor user
“Overall it’s an improvement, but it’s still not perfect and I still have to do a lot of other review tasks in other places”
-Supervisor user
"Thanks for making such a cool product!"
-Supervisor user
Conclusion
The supervisor review product quickly gained traction, earning strong user feedback and adoption rates well above expectations for a new tool. Grounding the design in early user research ensured we solved real problems without adding friction to existing workflows. Close collaboration with stakeholders and engineers early on set the foundation for a smoother design process and a product that users genuinely value.