Project Overview
AuthBridge's iBridge is a background verification software used by HR professionals to verify candidate information. As the UX lead, I was tasked with redesigning the product to improve user experience, streamline workflows, and modernize the interface. This case study outlines the process and outcomes of this redesign project.
1. Evaluate Existing Design
To begin the redesign process, I conducted a thorough evaluation of the existing iBridge design. This involved:
Heuristic analysis: Applying Nielsen's 10 usability heuristics to identify areas of improvement.
User flow mapping: Documenting the current user journeys to identify pain points and inefficiencies.
Visual design assessment: Evaluating the current interface for consistency, clarity, and adherence to modern design principles.
Key findings:
Complex navigation structure leading to user confusion
Inconsistent UI elements across different sections
Lack of clear feedback on user actions
Outdated visual design affecting perceived credibility
2. Create Service Blueprint
To gain a comprehensive understanding of how iBridge works, I created a service blueprint. This involved:
Mapping out front-stage and back-stage processes
Identifying key touchpoints between users and the system
Documenting support processes and systems
Insights gained:
Identified bottlenecks in the verification process
Discovered opportunities for automation
Highlighted areas where better communication could improve user experience
3. Competition Benchmarking
I conducted a thorough analysis of competing background verification software to identify industry best practices and potential areas for differentiation. This included:
Feature comparison
UX/UI analysis
User reviews and sentiment analysis
Key takeaways:
Mobile responsiveness is becoming industry standard
Integration with HRMS systems is a valued feature
Real-time status updates are highly appreciated by users
4. User Research
To truly understand the pain points and needs of our users, I conducted extensive user research involving both HR professionals and candidates. This included:
In-depth interviews with 15 HR professionals and 20 candidates
Online surveys (200+ responses)
Analysis of customer support tickets and feedback
Key pain points identified:
HR Professionals:
Difficulty in tracking multiple verification requests
Lack of clear status updates
Time-consuming data entry process
Candidates:
Confusing document upload process
Lack of transparency in verification status
Difficulty in correcting submitted information
5. Reimagine Architecture
Based on the insights gathered, I reimagined the information architecture of iBridge:
Created a new sitemap focusing on user tasks rather than system features
Developed user flows that minimize steps and reduce cognitive load
Designed a new navigation structure to improve discoverability
Key improvements:
Task-based navigation (e.g., "Start New Verification", "Track Requests")
Personalized dashboards for different user roles
Streamlined document upload process for candidates
6. Build a Basic Design System
To ensure consistency and scalability in the new design, I developed a basic design system:
Defined a color palette that aligns with AuthBridge's brand identity
Created a typography hierarchy
Designed a library of reusable UI components
Components included:
Buttons and form elements
Cards for displaying verification requests
Status indicators
Navigation elements
7. Create New UI and Flow
Utilizing the new architecture and design system, I created the new UI and user flows:
Designed high-fidelity mockups for key screens
Created interactive prototypes to demonstrate user flows
Iterated on designs based on internal stakeholder feedback
Key features of the new design:
Intuitive dashboard with at-a-glance status updates
Streamlined verification request process
Improved document upload interface for candidates
Clear and consistent status communication
8. User Testing
To validate the new design, I conducted user testing sessions:
Recruited 10 HR professionals and 15 candidates
Created task scenarios to test key user flows
Used Figma prototypes for interactive testing
Collected quantitative (task success rates, time on task) and qualitative feedback
Results:
90% of users successfully completed core tasks without assistance
Users reported higher satisfaction scores compared to the old design
Identified minor usability issues that were addressed in the final design
9. Tech Handover
To ensure smooth implementation of the new design, I prepared a comprehensive handover package for the development team:
Detailed UI specifications and interaction documentation
Asset library including all icons and graphical elements
Annotated wireframes highlighting dynamic elements and data requirements
Responsive design guidelines
Accessibility requirements and considerations
Additionally, I:
Conducted a walkthrough session with the development team
Established a process for ongoing design-development collaboration
Created a shared repository for design files and documentation
Conclusion
The redesign of iBridge resulted in a more intuitive, efficient, and modern background verification tool. By focusing on user needs and leveraging best practices in UX design, we created a product that not only meets but exceeds user expectations. Initial feedback from beta testers has been overwhelmingly positive, with users reporting significant improvements in efficiency and satisfaction.
Next steps include monitoring post-launch metrics, gathering user feedback, and planning for continuous improvement based on real-world usage data.
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