I redesigned PolicyConnect’s navigation and editing experience to make it easier for frontline workers and admins to find and update policies. By leading UX research, design, and testing, we reduced policy search time and improved overall usability across the platform.
Lead UX/UI Designer
Led the end-to-end UX process from discovery to delivery
Conducted user research, usability testing, and competitor analysis
Created wireframes, high-fidelity designs, and interactive prototypes in Figma
3–4 months across multiple sprints, including:
Discovery & Research
Ideation & Wireframing
High-fidelity design & Prototyping
User Testing & Iteration
Handoff & Development Collaboration
My Project Toolkit
Figma – Design & Handover
ZeroHeight – Component Documentation
Jira – Task Management
Teams – Communication
Key Deliverables and Outcomes
Redesigned homepage and navigation structure
Introduced customizable shortcuts and favourites
Improved search UI and filtering
Created a seamless, in-context content editing interface
Delivered high-fidelity prototypes and side-by-side comparisons of old vs new designs
PolicyConnect is a digital platform designed to support organisations Australia-wide in managing and accessing their policies and procedures. It serves two primary user groups: frontline workers, such as teachers, principals, and aged care staff, and administrative users who are responsible for overseeing and customising their policy content to their organisation. For general users, PolicyConnect provides a comprehensive and easily accessible directory of their organisation’s policies, ensuring they can quickly find and follow compliance requirements.For administrative users, the platform offers a flexible system for tailoring policy content to align with their organization’s specific needs. While CompliSpace policy writers provide up-to-date, standardized, legislation-compliant content and ongoing updates, PolicyConnect allows administrators to modify key sections, terminology, and contextual elements without disrupting the integrity of the original material.
The platform allows bulk updates from CompliSpace to be applied seamlessly, ensuring that policies remain both current and personalized.This project focused on reimagining the information architecture, content discoverability, and overall navigation experience for both user groups, addressing a critical pain point identified through user feedback. Additionally, the project explored improvements to the content editing experience for administrative users, streamlining workflows and enhancing usability to better support policy customisation and compliance management.
As the Lead UX Designer for this initiative, I was responsible for overseeing the entire UX design process, from initial research to final development implementation. My role encompassed conducting market research, creating Figma designs and prototypes, leading user research sessions - planning and facilitating usability testing. I also managed and guided junior and mid-level UX designers where I facilitated the communication and collaboration between the UX discipline and Product Manager to ensuring alignment with user needs, project goals and roadmaps, and maintaining design consistency in the design solutions.
Beyond design execution, I also coordinated the handoff to developers and worked closely with them throughout the development process, conducting quality testing to ensure accurate implementation of components and designs. This ongoing coordination and communication between UX designers and software engineers also spanned across Australian, Malaysian, and UK time zones, requiring me to work efficiently and strategically. I leveraged various collaboration tools (Teams, Miro, Confluence and Fimga) and facilitated well-structured meetings with clear agendas to minimize the risk of miscommunication, unresolved questions, and delays caused by time zone differences.
User feedback gathered through interviews and online feedback portals consistently highlighted significant usability issues with the platform, particularly around navigation and content discoverability. Many users described the experience as “clunky” and frequently struggled with “findability,” indicating that locating specific policies or pages was a major frustration. This lack of intuitive navigation created inefficiencies, making it difficult for users to quickly access the information they needed. Addressing this pain point became a primary focus, as ensuring users could seamlessly locate and reference policies was critical to the platform’s effectiveness. In addition to navigation challenges, the content editing workflow presented significant usability barriers.
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During user interviews, participants were asked to demonstrate how they would edit policy content, and 100% of administrative users – despite using the platform for multiple years - failed to correctly enter “edit mode”, let alone successfully complete the editing process. This indicated that the editing interface was not only unintuitive but actively preventing users from performing essential tasks. Improving this workflow became the second major challenge in this initiative, requiring a complete reassessment of how editing functionality was structured and presented within the platform.
To build a strong foundation for the project, we leveraged extensive user feedback already gathered through various channels, including customer success teams’ reports and insights from our online feedback portal (ProductBoard).These insights provided a well-documented understanding of the key pain points users were facing, particularly around navigation and content editing workflows. The feedback consistently highlighted that general users struggled with finding specific policies and navigating the platform, while admin users found the content editing process unintuitive and difficult to use.
Using this solid foundation of qualitative data to inform initial design concepts, we moved directly into design ideation. Working as project coordinator as well as Lead UX I collaborated with Junior UX Designers to work on both the content editing functionality and optimised Navigation designs simultaneously. This allowed us to validate both proposed solutions through combined 1:1 user testing, ensuring that our designs directly addressed user frustrations and improved both efficiency and usability.
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The ideation phase focused on transforming user insights into tangible solutions. Using Miro, we mapped out the key user journeys for both general users and admin users, identifying the friction points that made navigation and content editing cumbersome. This process allowed us to break down where users were getting stuck and determine how we could create a more seamless experience.
Through brainstorming, sketching, and analyzing concepts in Miro, we thoroughly explored and refined potential solutions, ensuring a well-researched and user-focused approach before transitioning to wire framing. By experimenting with multiple approaches, we were able to extract the most effective elements from each and merge them into a cohesive, user-friendly solution in Figma. The resulting design improvements included a reorganized navigation menu, better search placement, and functionality, an enhanced homepage layout, and new features such as shortcuts and favourites.
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For admin users, the new in-context content editing capability allowed direct modifications within the page allowing users to view real-time content updates, eliminating the need for a separate settings screen and making content updates significantly more intuitive.
Working collaboratively with two other UX designers, each responsible for different aspects of the redesign, I led the creation of wireframes in Figma, ensuring we maintained a cohesive user experience across all features. Weekly check-ins with the product manager kept us aligned with business and user needs, while regular design reviews with senior software developers ensured technical feasibility and provided early insights into development efforts and potential release timelines. Over two to three sprints, our wireframes evolved into high-fidelity designs, which were then developed into clickable, interactive Figma prototypes. These prototypes played a critical role in testing the flow, usability, and functionality of our designs. Interacting with the prototypes as if they were a live platform helped us identify areas where elements needed refinement or where certain interactions still felt clunky. More importantly, the prototypes served as the foundation for usability testing, allowing us to validate our work with real users before finalising the designs.
To ensure a diverse range of users participated in testing, I collaborated with our customer service teams to recruit both power admin users and general users with varying levels of tech proficiency. This ensured that our solutions worked not just for expert users but also for those who were less confident in navigating and editing the platform. As I was also the lead UX researcher for this initiative, I developed the testing brief and script, managed participant recruitment, and the facilitated 1:1 usability testing sessions. During these sessions, participants were asked to navigate the redesigned platform, locate key policies, enter edit mode, and modify content, allowing us to assess whether the new information architecture, layout, and editing experience effectively addressed user challenges.
I meticulously documented session recordings, transcripts, and insights in Dovetail, allowing for structured synthesis and analysis. After each session, I refined the notes, tagged key themes, and highlighted notable user quotes. Once testing was complete, I conducted a comprehensive analysis, identifying recurring feedback patterns and usability concerns. These insights drove a final round of design refinements in Figma, ensuring that the final solution was deeply informed by real user needs. This iterative, research-driven approach reinforced my user-centred design methodology, ensuring the final product was both highly functional and intuitive.
The outcome of this project was a significantly improved homepage and site navigation experience, addressing key user frustrations and incorporating highly requested features that streamlined policy access. Enhancements such as customizable favourites, improved search functionality, and search result filtering reduced site navigation time and cognitive load, allowing users to locate policies with far greater ease. User testing results demonstrated the impact of these improvements, with the time required to find a specific policy dropping from over 90 seconds to just 18 seconds [average], highlighting the substantial increase in efficiency. Additionally, the introduction of real-time content editing had a transformative effect on both end users, content administrators as well as for our internal content development team.
Users reported a smoother, more intuitive editing experience, eliminating the friction previously associated with navigating to separate editing interfaces. For content teams, the streamlined workflow resulted in a measurable reduction in time and effort required to develop and/or update policies, improving the overall internal teams’ productivity. These enhancements not only optimized the platform’s usability but also reinforced the importance of a user-centred, research-driven approach to UX design that has the potential to benefit not only the end-user but also internal workflows and processes.
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Working on this feature enhancement was a valuable experience that reinforced the importance of seamless collaboration between Product Managers, UX and UI designers, and Software Development. Throughout the design and development process, we refined how each stakeholder should be involved at different stages, ensuring productive meetings, clear role definitions, and efficient decision-making. This project deepened my understanding of the entire feature lifecycle—from the initial research and validation phase, where I worked closely with the Product Manager and TPO to assess user needs, through prototyping, user testing, iterative refinement, and finally, the handoff, JIRA management, and testing phase with developers.
The biggest outcome that I was able to produce from this project was establishing a structured, cross-functional workflow within the company – across multiple time zones - that enabled Product, Tech and Design teams to work efficiently and cohesively. By developing and documenting clear processes and communication strategies, we created a streamlined approach that not only improved collaboration but also ensured the feature was delivered on time, meeting both user needs and business objectives. I am proud that this workflow will serve as the foundation for how teams design and release features moving forward, as all stakeholders agreed it fostered alignment, efficiency, and a smooth, productive collaboration process.
