The Ask
The client had an existing learning dashboard used by federal employees to:
- Access new processes, directives, and documentation
- Refresh themselves on processes they hadn’t completed recently
However, major pain points included:
- End users were submitting outdated documentation
- Employees were forced to redo paperwork multiple times due to consistent changes
- The “dashboard” was little more than a list of bulleted links, offering no context or guidance on How to complete the forms, or when the forms were needed in the processes.
Research & Discovery
To uncover the root issues, I:
- Interviewed federal end users to understand what wasn’t working in the current system
- Analyzed and cross examined the data to better understand the users needs as a whole
Identifing key problems:
- No central location for updated documentation
- No process for updating pages consistently
- No clarity on who to notify when changes were needed
- No process to inform others that updates had been made
I also segmented the audience into two core groups:
- New Employees → Needed complete documentation, training materials, and step-by-step guidance do to being new and uninformed
- Existing Employees → Only needed quick access to refresher content and updated forms
Execution
To improve usability and accuracy, I:
- Redesigned the dashboard by replacing bulleted lists with visual tiles and short descriptions, users were able to quickly identify their needs before going into that specific process.
- Built step-by-step process pages for each task/document, making the content more user-friendly and accessible
- Integrated SharePoint links to always provide the most up-to-date documentation, ensuring forms only had to be filled out and submitted once.
- Added needed users to the page updates to be able to see updates that are happening and staying in the know
Outcomes
The redesign delivered measurable improvements:
- 18% increase in dashboard usage after launch
- Reduced processing time for completing required documentation
- Fewer support requests to leadership—employees had the latest forms and no longer needed to send repeated questions via email or chat
Result: A streamlined, user-centered dashboard that improved efficiency, reduced errors, and gave both new and existing federal employees the tools they needed to succeed.
