The challenge.
Caseworkers in the Urban Development department were working around an outdated tool. Reports were difficult to track, and the route from an initial damage report to claim payment was unclear. The replacement needed to reflect real daily work rather than preserve workarounds from the legacy system.
The key decision.
I used Digipolis’ analysis document as a starting point, then ran workshops with the caseworkers handling reports, claims and payments. Wireframes were tested against real tasks before committing to the UI. Feedback changed the structure of the workflow, not just its appearance.
The rejected option & why.
Recreating the existing process behind a new interface would have carried its workarounds forward. I also kept the solution within Digipolis’ existing platforms and APIs instead of proposing new infrastructure where the current systems could support the work.
The outcome.
The resulting design provided a clearer path from damage reporting to payment, shaped by the people managing cases daily. Validated wireframes became a complete UI package for the development team, including the reasoning behind the decisions.
The final verdict.
Guiding the process from workshops through validation and handoff kept the team focused on the underlying workflow. The design combined operational needs with existing infrastructure and established a design system foundation that could evolve with the City’s requirements.
