C A S E S T U D Y
Optimizing the processing of criminal and civil cases for Travis County
Team
IT Director
Engineer
Tools
Figma
Miro
Skills
Product Strategy
Visual Design
Interaction Design
Qualitative Research
June - July
(2 Months)
Role
UX Design Intern
Timeline
Project Overview
The NEXT site, an internal application used by clerks to process civil and criminal cases in Travis County, had an outdated user experience that negatively impacted clerks' workflow. The system for collecting and queuing case requests was inefficient and unintuitive, creating challenges for users. To improve workflow and overall user satisfaction, Travis County needed to redesign NEXT, making it more intuitive, efficient, and user-friendly.
Problem Statement
Increased the rate in which civil and criminal cases are processed in Travis County.
Outcomes
How Might We Statement
How might we redesign the NEXT site to create a more intuitive, efficient, and user-friendly experience that enhances clerks' workflow and improves the process of collecting and queuing case requests?
What are the pain points of the current site?
Research
Utilizing Nielsen's Usability Heuristics, I evaluated the current site which helped me in the following ways:
Create a more accessible, user-friendly, and intuitive digital product
Become familiar with the NEXT application for more proactive discussions with stakeholders
Identify current pain points and areas of development
Evaluating the current NEXT site
Conducted 8 user interviews and met with key stakeholders to understand business challenges, objectives, and requirements. After the user interviews, I was able to capture 44 requirements that needed to be addressed for the redesign to be successful. The following requirements had a high priority in the redesign:
User Interviews
01
User insights
Design separate user interfaces for the departments that use the NEXT application: Civil and Criminal
05
Improve the user journey for completing requests
02
Requirements
Improve the hierarchy across the site
04
Update the UI to look modern and follow standardized practices across Travis County brand guidelines
Redesigning The Current State
The existing site had an outdated user interface that negatively impacted clerks' workflow due to inefficient and unintuitive design, creating challenges for users. Redesigning the site would improve workflow and overall user satisfaction.
A deliverable for this internship was a business requirements document (BRD); a report detailing everything the project required for success. This document outlined constraints, assumptions, dependencies, objectives, what’s expected throughout the project's lifecycle, and what’s required to accomplish the project.
Business Requirements Document
Constraints
NEXT site capabilities
Execution Time - 2 Months
Assumptions
Assume that the NEXT site has technical limitations
Assume existing and historical data will stay
All the required fills in the customer sign-in page can be successfully filled.
Requests can be filtered into required categories.
Internal notes history can be used across the site.
The search feature can locate requests with the cause number, confirmation number, requestor name, and party name.
Clerks can find the information they need from the updated columns.
Dependencies
Final Design
High-Fidelity Wireframes
Retrospective
Key Principles Moving Forward
03
Address accessibility errors
During this project, I compiled a few key principles moving forward:
I synthesized a lot of feedback from the IT Director and engineer throughout the design process. Collaborating with others helps to give you an infinite amount of solutions.
Take breaks when you’re feeling stuck, it helps to come back to the design with a different perspective.
