Overview

A focused UX contribution to an internal government monitoring system operated by a government immigration authority — a real-time database system used at airport checkpoints and immigration offices to monitor, analyze, and take strategic action against individuals under special surveillance. Contribution scope: critical user flow redesign delivered within a 2-week engagement.

Objective

To identify and resolve a user flow bottleneck within the SOI system's monitoring and approval workflow — simplifying an overly complex interaction flow that hindered operational efficiency for immigration officers using the system in real-time field conditions.

Problem Statement

• Overly complex user flow: The existing approval and monitoring flow was difficult to navigate, creating friction for immigration officers who needed to make fast, accurate decisions in high-stakes operational environments.

• Operational risk: In a system used for real-time surveillance and strategic actions such as strategic action on individuals under surveillance, a confusing user flow directly impacts decision accuracy and response time.

• Misalignment between system logic and user mental model: The existing flow did not reflect how officers naturally processed approval and rejection decisions, increasing cognitive load during critical operations.

My Role

UI/UX Designer (support role) within a project team at Merkle Innovation — responsible for analyzing the problematic user flow, designing a revised flow solution, and delivering design handoff to the development team upon client approval.

Process

• Business & Requirement Analysis: Studied the client's business rules and system requirements to understand the operational context of the SOI approval workflow and the constraints that shaped the existing flow.

• Flow Problem Identification: Analyzed the specific pain points in the existing user flow as reported by the client, mapping where the complexity created operational friction for end users.

• User Flow Redesign: Designed a revised user flow that resolved the identified bottlenecks — simplifying the approval and rejection decision path while maintaining alignment with the system's business logic and operational requirements. Validated the proposed flow with the client through iterative review.

• Design & Handoff: Translated the approved user flow into UI design and delivered complete handoff to the development team for implementation.

Solution

• Redesigned the SOI monitoring and approval user flow — replacing a complex, multi-step interaction path with a streamlined flow that reduced cognitive load for immigration officers operating under time-sensitive field conditions.

• Received client approval on the revised flow after stakeholder review, confirming the solution met both operational requirements and usability expectations.

• Delivered UI design and developer handoff within a 2-week timeline.

Process Documentation

Note

This project involved a focused contribution to a larger government system. Full system details are confidential — project description reflects the specific scope of UX involvement.