Redesigning Document Review
Redesigning Document Review
Redesigning Document Review
Redesigning Document Review
for 21,000 Community Members
for 21,000 Community Members
for 21,000 Community Members
for 21,000 Community Members
Company
Delib.org
Delib.org
My Role
UX/UI Designer
UX/UI Designer
Timeline
November 2024 - Now
November 2024 - Now
Team
1 designer
1 designer
2 developers
2 developers
Overview
Community organizations needed a way for thousands of elderly members to review important documents digitally, but existing solutions were too complex for non-technical users.
Community organizations needed a way for thousands of elderly members to review important documents digitally, but existing solutions were too complex for non-technical users.
The Challenge
Redesig Delib.org's document review platform to work for elderly community members while maintaining the functionality that administrators need. Key constraint: balancing simplicity with necessary complexity.
Redesig Delib.org's document review platform to work for elderly community members while maintaining the functionality that administrators need. Key constraint: balancing simplicity with necessary complexity.
My contribution
Created a document review and signing platform from scratch including a fully functional prototype within a 10-hour deadline to retain a key client.
Created a document review and signing platform from scratch including a fully functional prototype within a 10-hour deadline to retain a key client.
Designed end-to-end experience for community members and administrators
Designed end-to-end experience for community members and administrators
Conducted user research with elderly users through WhatsApp groups and community sessions
Conducted user research with elderly users through WhatsApp groups and community sessions
Built comprehensive design system with accessibility focus
Built comprehensive design system with accessibility focus
Result: 557 active users in first 4 days with zero bugs
Result: 557 active users in first 4 days with zero bugs
Elderly Struggle with Digital Document Reviews
Elderly Struggle with Digital Document Reviews
Testing with our first client showed that having too many features like:
Testing with our first client showed that having too many features like:
Commenting
Rating
Priority setting
Commenting
Rating
Priority setting
created confusion for older users and reduced involvement.
created confusion for older users and reduced involvement.
The complex navigation panel makes hard to access and navigate docs
The overall density of the interface with many similar-looking options
The confusing nested comment mechanism makes tracking responses challenging
Tough hierarchical content organization without clear visual distinction
Document with opened comments
User Journey Transformation: Elderly Community Member Document Review
Before redesign
Notification
Access
Navigate
Review
Feedback
Confirmation
Gets WhatsApp group link
Single click to platform
Searches complex menu system
Overwhelmed by dense
Confused by comment system
Uncertain about completion
Simple way to give opinion
Know feedback was received
Scannable clear content
Clear instructions what to do
Simple, one-click access
Easy to find document
None - this worked fine
None - access was straightforward
"Like solving a puzzle"
"Too much text"
"Don't know if seen"
"Did I finish?"
Happy
Neutral
Unhappy
Pain Points:
Actions
Expectations
Before redesign
Notification
Access
Navigate
Review
Feedback
Confirmation
Gets WhatsApp group link
Single click to platform
Searches complex menu system
Overwhelmed by dense
Confused by comment system
Uncertain about completion
Simple way to give opinion
Know feedback was received
Scannable clear content
Clear instructions what to do
Simple, one-click access
Easy to find document
None - this worked fine
None - access was straightforward
"Like solving a puzzle"
"Too much text"
"Don't know if seen"
"Did I finish?"
Happy
Neutral
Unhappy
Pain Points:
Actions
Expectations
Before redesign
Notification
Access
Navigate
Review
Feedback
Confirmation
Gets WhatsApp group link
Single click to platform
Searches complex menu system
Overwhelmed by dense
Confused by comment system
Uncertain about completion
Simple way to give opinion
Know feedback was received
Scannable clear content
Clear instructions what to do
Simple, one-click access
Easy to find document
None - this worked fine
None - access was straightforward
"Like solving a puzzle"
"Too much text"
"Don't know if seen"
"Did I finish?"
Happy
Neutral
Unhappy
Pain Points:
Actions
Expectations
After redesign
Notification
Access
Navigate
Review
Feedback
Confirmation
Gets WhatsApp group link
Single click to platform
Recognizes document by image
Scans clear visual hierarchy
Simple feedback with icons
Sees immediate confirmation
Simple, intuitive feedback method
Immediate confirmation
Content clearly organized
Clear instructions provided
One-click access achieved
Document easily recognizable
Visual gallery
Scannable content
Thumbs up/down
Clear confirmation
None - this worked fine
None - access was straightforward
Happy
Neutral
Unhappy
Solutions
Actions
Expectations met
After redesign
Notification
Access
Navigate
Review
Feedback
Confirmation
Gets WhatsApp group link
Single click to platform
Recognizes document by image
Scans clear visual hierarchy
Simple feedback with icons
Sees immediate confirmation
Simple, intuitive feedback method
Immediate confirmation
Content clearly organized
Clear instructions provided
One-click access achieved
Document easily recognizable
Visual gallery
Scannable content
Thumbs up/down
Clear confirmation
None - this worked fine
None - access was straightforward
Happy
Neutral
Unhappy
Solutions
Actions
Expectations met
After redesign
Notification
Access
Navigate
Review
Feedback
Confirmation
Gets WhatsApp group link
Single click to platform
Recognizes document by image
Scans clear visual hierarchy
Simple feedback with icons
Sees immediate confirmation
Simple, intuitive feedback method
Immediate confirmation
Content clearly organized
Clear instructions provided
One-click access achieved
Document easily recognizable
Visual gallery
Scannable content
Thumbs up/down
Clear confirmation
None - this worked fine
None - access was straightforward
Happy
Neutral
Unhappy
Solutions
Actions
Expectations met
Result: Elderly users went from abandoning the process to active participation
Result: Elderly users went from abandoning the process to active participation
"This is exactly what we needed – much clearer and easier to use" — Client feedback
"This is exactly what we needed – much clearer and easier to use" — Client feedback
Questions from User Experience Challenges & in-house testing
After analyzing our first client via video and gathering feedback from our potential client, I asked ourselves key questions that guided our redesign:
After analyzing our first client via video and gathering feedback from our potential client, I asked ourselves key questions that guided our redesign:
?
How might we transform a complex document review process into a clear, step-by-step journey that elderly users can navigate without confusion?
How might we transform a complex document review process into a clear, step-by-step journey that elderly users can navigate without confusion?
?
Which interface elements cause the most confusion for users 70+, and how can we redesign them to be intuitive while preserving functionality?
Which interface elements cause the most confusion for users 70+, and how can we redesign them to be intuitive while preserving functionality?
?
How can we empower facilitators to guide participants through document reviews while keeping everyone synchronized regardless of technical ability?
How can we empower facilitators to guide participants through document reviews while keeping everyone synchronized regardless of technical ability?
Research Methodology
Community Meeting Observations
PM facilitated community meetings where I observed elderly users interacting with the platform, noting behavior and pain points.
Community Meeting Observations
PM facilitated community meetings where I observed elderly users interacting with the platform, noting behavior and pain points.
Remote Usability Testing
Conducted testing sessions via WhatsApp groups on Zoom. PM led sessions while I observed elderly users and analyzed interactions.
Remote Usability Testing
Conducted testing sessions via WhatsApp groups on Zoom. PM led sessions while I observed elderly users and analyzed interactions.
Client Feedback Analysis
Collaborated with our PM to gather and analyze direct feedback from community organizations about member needs and platform challenges.
Client Feedback Analysis
Collaborated with our PM to gather and analyze direct feedback from community organizations about member needs and platform challenges.
Our approach leveraged every opportunity to observe real elderly users in authentic decision-making contexts.
Our approach leveraged every opportunity to observe real elderly users in authentic decision-making contexts.
Key Research Findings
Users felt uncertain if their opinion mattered
'I don't even know if anyone sees my feedback?' — User, 70
Navigating between documents was frustrating
'Finding the right document feels like solving a puzzle' — User, 68
Unstructured content overwhelmed users
Everything's all mixed up – like my messy closet but worse!' — User, 65
Too many interface options caused cognitive strain
'Why are there so many buttons? My head hurts!' — Facilitator
High Level Goals
01
Redesign document navigation and feedback systems for senior users, creating intuitive pathways that reduce confusion while preserving essential functionality.
02
Empower facilitators and elderly participants to engage confidently in document reviews, ensuring inclusive contribution regardless of technical ability.
Implementations
Built using the comprehensive design system developed for both FreeDi platforms, ensuring visual consistency and rapid development cycles.
Visual document gallery
Solving: "Finding the right document feels like solving a puzzle" — User, 68
What I built: Created an intuitive visual gallery where elderly users can instantly recognize documents by image rather than text.
Why this works: Visual scanning is faster than reading for elderly users.
Interactive guides
Solving: "I don't even know if anyone sees my feedback" — User, 70
What I built: Step-by-step walkthrough displaying instant confirmation messages
Why this works: Eliminates uncertainty and builds confidence in the feedback process
Implementations
Built using the comprehensive design system developed for both FreeDi platforms, ensuring visual consistency and rapid development cycles.
Visual document gallery
Solving: "Finding the right document feels like solving a puzzle" — User, 68
What I built: Created an intuitive visual gallery where elderly users can instantly recognize documents by image rather than text.
Why this works: Visual scanning is faster than reading for elderly users.
Interactive guides
Solving: "I don't even know if anyone sees my feedback" — User, 70
What I built: Step-by-step walkthrough displaying instant confirmation messages
Why this works: Eliminates uncertainty and builds confidence in the feedback process
Implementations
Built using the comprehensive design system developed for both FreeDi platforms, ensuring visual consistency and rapid development cycles.
Visual document gallery
Solving: "Finding the right document feels like solving a puzzle" — User, 68
What I built: Created an intuitive visual gallery where elderly users can instantly recognize documents by image rather than text.
Why this works: Visual scanning is faster than reading for elderly users.
Interactive guides
Solving: "I don't even know if anyone sees my feedback" — User, 70
What I built: Step-by-step walkthrough displaying instant confirmation messages
Why this works: Eliminates uncertainty and builds confidence in the feedback process
Implementations
Built using the comprehensive design system developed for both FreeDi platforms, ensuring visual consistency and rapid development cycles.
Visual document gallery
Solving: "Finding the right document feels like solving a puzzle" — User, 68
What I built: Created an intuitive visual gallery where elderly users can instantly recognize documents by image rather than text.
Why this works: Visual scanning is faster than reading for elderly users.
Interactive guides
Solving: "I don't even know if anyone sees my feedback" — User, 70
What I built: Step-by-step walkthrough displaying instant confirmation messages
Why this works: Eliminates uncertainty and builds confidence in the feedback process
Implementations
Built using the comprehensive design system developed for both FreeDi platforms, ensuring visual consistency and rapid development cycles.
Context-aware feedback icons
Solving: "Why are there so many buttons? My head hurts!" — Facilitator
What I built: Placed icons directly beneath relevant paragraphs, creating a visual link between content and feedback options.
Why this works: Users know exactly what they're commenting on without confusion.
Intuitive comment feedback system
Solving: "I don't even know if anyone sees my feedback" — User, 70
What I built: Designed thumbs-up/down icons that anyone can understand at a glance, with visual feedback confirmation.
Why this works: Familiar icons eliminate confusion and uncertainty about feedback being received.
Implementations
Built using the comprehensive design system developed for both FreeDi platforms, ensuring visual consistency and rapid development cycles.
Context-aware feedback icons
Solving: "Why are there so many buttons? My head hurts!" — Facilitator
What I built: Placed icons directly beneath relevant paragraphs, creating a visual link between content and feedback options.
Why this works: Users know exactly what they're commenting on without confusion.
Intuitive comment feedback system
Solving: "I don't even know if anyone sees my feedback" — User, 70
What I built: Designed thumbs-up/down icons that anyone can understand at a glance, with visual feedback confirmation.
Why this works: Familiar icons eliminate confusion and uncertainty about feedback being received.
Implementations
Built using the comprehensive design system developed for both Delib.org platforms, ensuring visual consistency and rapid development cycles.
Context-aware feedback icons
Solving: "Why are there so many buttons? My head hurts!" — Facilitator
What I built: Placed icons directly beneath relevant paragraphs, creating a visual link between content and feedback options.
Why this works: Users know exactly what they're commenting on without confusion.
Intuitive comment feedback system
Solving: "I don't even know if anyone sees my feedback" — User, 70
What I built: Designed thumbs-up/down icons that anyone can understand at a glance, with visual feedback confirmation.
Why this works: Familiar icons eliminate confusion and uncertainty about feedback being received.
Implementations
Built using the comprehensive design system developed for both Delib.org platforms, ensuring visual consistency and rapid development cycles.
Context-aware feedback icons
Solving: "Why are there so many buttons? My head hurts!" — Facilitator
What I built: Placed icons directly beneath relevant paragraphs, creating a visual link between content and feedback options.
Why this works: Users know exactly what they're commenting on without confusion.
Intuitive comment feedback system
Solving: "I don't even know if anyone sees my feedback" — User, 70
What I built: Designed thumbs-up/down icons that anyone can understand at a glance, with visual feedback confirmation.
Why this works: Familiar icons eliminate confusion and uncertainty about feedback being received.
Documents gallery and visual guide
Documents gallery and visual guide
Documents gallery and visual guide
Rating and Comments
Rating and Comments
Rating and Comments
Design Process & Rationale
Design Process & Rationale
Problem Prioritization
With multiple user pain points identified, I prioritized systematically based on impact and feasibility.
Navigation issues took precedence because users saying "like solving a puzzle" were abandoning the process entirely before reaching content.
What I fixed first:
1. What stopped users completely
2. What frustrated them most
3. Nice-to-haves
With multiple user pain points identified, I prioritized systematically based on impact and feasibility.
Navigation issues took precedence because users saying "like solving a puzzle" were abandoning the process entirely before reaching content.
What I fixed first:
1. What stopped users completely
2. What frustrated them most
3. Nice-to-haves
Design Principles
Visual recognition over text processing - Images and icons reduce cognitive load
Progressive disclosure - Complex features available but not overwhelming
Immediate feedback - Every interaction provides clear confirmation
Error prevention - Simple binary choices minimize confusion
Visual recognition over text processing - Images and icons reduce cognitive load
Progressive disclosure - Complex features available but not overwhelming
Immediate feedback - Every interaction provides clear confirmation
Error prevention - Simple binary choices minimize confusion
Stakeholder Collaboration
Reality check: PM wanted features, users needed simplicity. I used feedback sessions to prove simple = better adoption.
Through collaborative brainstorming with our PM, we explored feature-rich approaches. However, user research revealed elderly participants needed visual recognition over comprehensive information display, leading us to pivot toward the final gallery solution while maintaining necessary functionality.
Through collaborative brainstorming with our PM, we explored feature-rich approaches. However, user research revealed elderly participants needed visual recognition over comprehensive information display, leading us to pivot toward the final gallery solution while maintaining necessary functionality.
Early brainstorming wireframes exploring a comprehensive information display approach
Validation Approach
Rapid prototyping → Community feedback via WhatsApp groups → Technical feasibility assessment → Implementation
This systematic approach delivered measurable results: 557 active users in 4 days with zero critical bugs.
Rapid prototyping → Community feedback via WhatsApp groups → Technical feasibility assessment → Implementation
This systematic approach delivered measurable results: 557 active users in 4 days with zero critical bugs.
Solution Exploration
Navigation Challenge
Enhanced search: rejected - elderly users avoid search features entirely
Enhanced search: rejected - elderly users avoid search features entirely
Simplified menus: rejected - text-heavy options still overwhelmed users
Simplified menus: rejected - text-heavy options still overwhelmed users
Visual document gallery: selected - images are faster to process than text
Visual document gallery: selected - images are faster to process than text
Feedback Challenge
Thumbs up/down with contextual icons: selected - familiar, immediate, universal understanding
Thumbs up/down with contextual icons: selected - familiar, immediate, universal understanding
Client Feedback
Client Feedback
Initial client feedback
"Significant improvement in usability"
"Significant improvement in usability"
"Members are way happier now that signing docs is so simple"
"Members are way happier now that signing docs is so simple"
"This is exactly what we needed – much clearer and easier to use"
"This is exactly what we needed – much clearer and easier to use"
Business Validation
Approved for full implementation across the platform
Approved for full implementation across the platform
Got positive stakeholder feedback from multiple community leaders
Got positive stakeholder feedback from multiple community leaders
Client expressed interest in expanding to additional community features
Client expressed interest in expanding to additional community features
Successfully demonstrated improved user experience to new prospects
Successfully demonstrated improved user experience to new prospects
Expected vs. Real Results
Expected vs. Real Results
Goal: Week 1 Launch
557/4 days
0
7d
1d
4d
Rapid Adoption
Faster than expected adoption despite single invitation session
Goal: 0%
Zero Critical Bugs
100%
0%
Platform Stability
Achieved zero critical bugs during high-stakes community decision with 557 joined members
Goal: 100%
High Activity Levels
0%
100%
User Engagement Quality
Those who joined showed consistent commenting and ranking throughout 14-day period - quality over quantity
Growth & Learning
Growth & Learning
Professional growth
Accessible visual cues aid understanding
Discovering that elderly users were confused by notification symbols led me to redesign feedback mechanisms with explicit text confirmation.
Accessible visual cues aid understanding
Discovering that elderly users were confused by notification symbols led me to redesign feedback mechanisms with explicit text confirmation.
Accessible visual cues aid understanding
Discovering that elderly users were confused by notification symbols led me to redesign feedback mechanisms with explicit text confirmation.
Research validates design decisions
User testing revealed assumptions I made about "intuitive" interfaces, teaching me to validate design choices with actual user behavior.
Research validates design decisions
User testing revealed assumptions I made about "intuitive" interfaces, teaching me to validate design choices with actual user behavior.
Research validates design decisions
User testing revealed assumptions I made about "intuitive" interfaces, teaching me to validate design choices with actual user behavior.
Personal learning
Empathy over assumptions
Hearing "like my messy closet but worse" taught me that real user quotes guide better design decisions than demographic generalizations.
Empathy over assumptions
Hearing "like my messy closet but worse" taught me that real user quotes guide better design decisions than demographic generalizations.
Empathy over assumptions
Hearing "like my messy closet but worse" taught me that real user quotes guide better design decisions than demographic generalizations.
Balancing complexity with simplicity
Managing stakeholder feature requests while addressing user overwhelm taught me to advocate for users using research data.
Balancing complexity with simplicity
Managing stakeholder feature requests while addressing user overwhelm taught me to advocate for users using research data.
Balancing complexity with simplicity
Managing stakeholder feature requests while addressing user overwhelm taught me to advocate for users using research data.
Challenge
Elderly users struggled with complex document navigation and confusing feedback systems, leading to process abandonment.
Solution
Visual Document Gallery: Created intuitive visual gallery where elderly users can instantly recognize documents by image rather than text
Interactive Guides: Designed clear process indicators with immediate feedback confirmation
My Contribution
Solo UX/UI Designer on 3-person team (Nov 2024 - Present)
• Created document review platform from scratch with fully functional prototype within 10-hour deadline to retain key client
• Conducted user research with elderly users through community sessions and remote usability testing
• Designed end-to-end experience for both community members and administrators
Overview
Design Decisions & Technical Collaboration
Problem Prioritization
With multiple user pain points identified, I prioritized systematically based on impact and feasibility. Navigation issues took precedence because users saying "like solving a puzzle" were abandoning the process entirely before reaching content.
Stakeholder Collaboration
Working as the sole designer with a feature-focused PM required strategic collaboration to balance user-centered design with business requirements. Through iterative feedback sessions, I demonstrated how simplified interfaces led to better adoption and more successful implementations.
Research & Validation Approach
Rapid prototyping → Community feedback via WhatsApp groups → Technical feasibility assessment → Implementation
This systematic approach delivered measurable results: 557 active users in 4 days with zero critical bugs.
Implementations
Built using the comprehensive design system developed for both FreeDi platforms, ensuring visual consistency and rapid development cycles.
Context-aware feedback icons
Solving: "Why are there so many buttons? My head hurts!" — Facilitator
What I built: Placed icons directly beneath relevant paragraphs, creating a visual link between content and feedback options.
Intuitive comment feedback system
Solving: "I don't even know if anyone sees my feedback" — User, 70
What I built: Designed thumbs-up/down icons that anyone can understand at a glance, with visual feedback confirmation.
Implementations
Built using the comprehensive design system developed for both FreeDi platforms, ensuring visual consistency and rapid development cycles.
Context-aware feedback icons
Solving: "Why are there so many buttons? My head hurts!" — Facilitator
What I built: Placed icons directly beneath relevant paragraphs, creating a visual link between content and feedback options.
Intuitive comment feedback system
Solving: "I don't even know if anyone sees my feedback" — User, 70
What I built: Designed thumbs-up/down icons that anyone can understand at a glance, with visual feedback confirmation.
Implementations
Built using the comprehensive design system developed for both FreeDi platforms, ensuring visual consistency and rapid development cycles.
Visual document gallery
Solving: "Finding the right document feels like solving a puzzle" — User, 68
What I built: Created an intuitive visual gallery where elderly users can instantly recognize documents by image rather than text.
Interactive guides
Solving: "I don't even know if anyone sees my feedback" — User, 70
What I built: Step-by-step walkthrough displaying instant confirmation messages
Implementations
Built using the comprehensive design system developed for both FreeDi platforms, ensuring visual consistency and rapid development cycles.
Visual document gallery
Solving: "Finding the right document feels like solving a puzzle" — User, 68
What I built: Created an intuitive visual gallery where elderly users can instantly recognize documents by image rather than text.
Interactive guides
Solving: "I don't even know if anyone sees my feedback" — User, 70
What I built: Step-by-step walkthrough displaying instant confirmation messages
Expected vs. Real Results
Goal: Week 1 Launch
557/4 days
0
7d
1d
4d
Goal: Week 1 Launch
557/4 days
0
7d
1d
4d
Rapid Adoption
Faster than expected adoption despite single invitation session
Goal: 0%
Zero Critical Bugs
100%
0%
Goal: 0%
Zero Critical Bugs
100%
0%
Platform Stability
Achieved zero critical bugs during high-stakes community decision with 557 joined members
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