This project involved designing an enterprise-grade case and issue resolution platform to support the secure intake, investigation, and closure of sensitive reports. The system bridges external reporters (or their representatives) and an internal review team, ensuring concerns are handled transparently, consistently, and in a legally defensible manner.

The platform is workflow-driven, prioritizing accountability, accessibility, and audit readiness over visual novelty.

Problem

Organizations managing sensitive reports often face:

• Incomplete or inconsistent submissions

• Informal tracking that creates audit risk

• Poor accessibility for stressed or vulnerable users

• Case delays due to unclear ownership

• Low trust caused by opaque status updates

Most tools optimize either external intake or internal operations—but not both.

Solution

A dual-interface system with clear role separation:

External Reporting Interface

• Guided submission flow with draft support

• Structured intake without overwhelming users

• Transparent status tracking and submission history

Internal Review Interface

• Worklist-driven case management

• Enforced ownership and lifecycle states

• Structured activity logging and supervisory review

UX decisions were used to enforce correct process behavior, not just improve usability.

My Role

UX Engineer / Systems Designer

• UX architecture and workflow design

• Accessibility-first interaction patterns

• Functional requirements and data alignment

• Compliance, risk, and audit considerations

(Single-designer, system-level project)

Key UX & Accessibility Decisions

• Progressive disclosure for long, sensitive forms

• Draft vs submitted states to prevent premature escalation

• Persistent labels (no placeholder-only inputs)

• Full keyboard navigation, including tables and modals

• Text-based errors and file upload feedback

• Human-readable status labels for complex workflows

Accessibility was treated as a core system requirement, not a post-design check.

Outcomes & Impact

• Improved accountability through enforced ownership

• Audit-ready records with structured activity logs

• Reduced turnaround time via prioritized worklists

• Increased user trust through clear status visibility

Key Learning

In high-risk systems, UX functions as governance.
Well-designed workflows reduce ambiguity, protect users, and strengthen organizational reliability.

Note on confidentiality:
Certain implementation details and interface screens have been intentionally abstracted to respect confidentiality obligations. The material shown focuses on system design, workflow structure, and accessibility principles. Additional context and design rationale can be shared through appropriate professional channels if needed.