UX | UI , Desktop App

Phoenix

Redesigning an Inefficient Document Management System

Project Overview

This case study focuses on redesigning the system to improve efficiency and usability, especially for older employees who struggle with technology and find the interface difficult to use.

Background

Phoenix Key Systems developed a platform that automates data extraction from insurance documents submitted by customers. The system scans the documents and fills structured fields to reduce manual work. However, automation gaps and usability challenges highlighted the need for a smoother, more efficient user experience.

User Research

I created a short questionnaire to learn where users were struggling with the system. The goal was to understand what slowed them down and how the system could better support their work — especially for older users who aren’t tech-savvy.

Findings and Conclusions

👨‍💻 Unreliable Automation

Users reported that the system didn’t always recognize the information automatically. When this happened, they had to manually complete missing fields.

🧭 Disrupted Workflow

Many users described jumping between different screens and scrolling up and down to complete simple actions. This slowed them down.

😕 Confusing Interface

Elderly users found the interface visually overwhelming. They had difficulty reading small text and understanding the screen layout.

⚠️ Missing Feedback

Users said they didn’t receive any explanation when something went wrong. This left them feeling confused.

The Problem

The users faced multiple challenges that reduced the system’s usability and employee efficiency:

❌ Incomplete Auto-Fill- The system didn’t always recognize document data, leading to unnecessary manual input.

❌ Inefficient Workflow – Users had to switch between multiple screens and scroll excessively to complete basic tasks.

❌ Unfriendly UI & Visual Overload – Poor visual hierarchy, small clickable areas, and low contrast made it hard for elderly and less tech-savvy users to navigate and understand the interface.

❌ Lack of clarification - No indication why data couldn’t be entered automatically, which led to confusion.

Personas

To better understand the users, I created two personas: Sarah and Alex. Both of them face challenges with the current system, but in different ways.

Sarah

Senior employee

Pain: She struggles with complex interfaces and gets overwhelmed by too much information on the screen.

Need: A simple, clear system with step-by-step guidance and helpful feedback.

Solution: A clean interface with collapsible sections to reduce visual noise, and a clear notification area that highlights important messages and errors.

Why it fits: These features help Sarah stay focused, understand what’s expected of her, and feel more confident while using the system.

Alex

Mid-level employee

Pain: He’s slowed down by manual data entry, unclear errors, and inefficient workflows.

Need: A faster, more efficient system with smart automation and quick error handling.

Solution: Real-time validation, direct field highlighting for errors, and focused notifications that show only what needs attention.

Why it fits: This helps Alex avoid delays, fix issues immediately, and stay productive without unnecessary interruptions.

The Solution

✅ Assisted Input Design: When automation fails, the UI marks the problematic area on the document and the related field — making it easy to spot and fix.

✅ Streamlined Navigation: Reduced the number of steps, minimized screen/menu switching, and limited unnecessary scrolling to improve task flow and speed.

✅ Improved UI & Accessibility: Intuitive layout, large clickable areas, readable fonts, clear hierarchy, and high-contrast colors — designed to support elderly and non-tech users.

✅ Real-Time Feedback: Alerts users when data can’t be captured automatically, so they understand what went wrong and what to do.

Wireframes

After my research it was necessary to change the “skeleton” of the system so that everything is open and visible, thus enabling a faster and more convenient transition between areas in the work environment.

🧭 Unified Navigation Design

Position the main menu at the top with a secondary side menu, ensuring clear hierarchy and seamless transitions between areas.

🧠 Simplified Navigation

Drop-down subtitles make information easily accessible, reducing scrolling and cognitive strain.

🔔 Notifications

Receive alerts within the dropdowns, so you only open what needs attention—enhancing efficiency and engagement.

🚀 Streamlined Problem Solving

We've created a dedicated space for unrecognized fields, making it effortless for employees to tackle system recognition issues in one place.

📌 Marking & Tips

We highlight ID problems on documents and offer helpful tips right on empty fields for easy issue resolution.

Final Design

Taking into consideration the main topics that came up in my research, I aimed to create a clean and very clear design with a bright, and contrast colors. So that they attract the attention of the users and highlight the problems

UX | UI , Desktop App​