Beyond the Interface: The UX of Getting Things Done
Showing the value of user-centred design by turning a manual workflow into a structured digital system that helps save hundreds of thousands of dollars.
Quick Summary
Complete Process
Understanding
The existing workflow relied on paper records, verbal communication, and inconsistent data tracking, leading to errors and inefficiencies. To fully grasp the problem, I conducted extensive stakeholder interviews and on-site observations.
Stakeholder accounts often conflicted with on-the-ground realities. Different perspectives revealed conflicting views on how the process functioned, making it clear that no single account captured the complete picture. By synthesizing observations, interviews, and contextual analysis, I was able to identify hidden inefficiencies and bridge these gaps. The key takeaway? Our solution had to integrate seamlessly into the existing workflow while resolving overlooked pain points and aligning expectations and divergent perspectives across teams.
Laying the Foundation
To align stakeholders, I created a service blueprint that mapped out the entire workflow—capturing constraints, requirements, and key assumptions. This visualization transformed abstract ideas into a structured plan, helping the team see the big picture and anticipate challenges early. More than just a document, it became a key reference point, guiding discussions, resolving ambiguities, and ensuring alignment across departments.
To bring these ideas to life, I developed wireframes that allowed us to test assumptions and identify technical constraints before development began. These early design artifacts uncovered overlooked issues and helped refine the user experience. By bridging the gap between concept and execution, they ensured the project remained focused, feasible, and grounded in real-world needs. Given our small and well-known user base, personas weren’t necessary—everyone involved clearly understood who we were designing for.
Overlooked or forgotten
Early discussions painted a simplified version of the workflow that seemed efficient and predictable. However, once we dug deeper, it became clear that critical nuances had been overlooked. Processes that appeared linear on paper were far more dynamic, shaped by real-world dependencies, exceptions, and improvisations that had never been formally documented.
Specific tasks were considered rare edge cases but proved essential in daily operations. For example, some workflows had to be completed in areas without internet access, yet no contingency plans had been considered. Likewise, stakeholders envisioned a straightforward task progression, failing to recognize the necessity of intermediary steps workers had long relied on to maintain efficiency and accuracy.
These gaps in understanding weren’t due to negligence but rather the inherent challenge of designing for a process without fully experiencing it. Bridging this gap required observation and a commitment to questioning assumptions and validating every aspect of the workflow. By uncovering these hidden complexities early, we could design a system that adapted to reality—not just to an idealized version of it.
Trial by Dirt
Using a mid-fidelity prototype, we tested the system in the production environment, immediately encountering challenges we couldn’t anticipate in a controlled setting. Dust-covered equipment, glaring sunlight, and work gloves made touchscreen interactions harder, forcing us to rethink usability from the ground up.
Key insights emerged—clarity, responsiveness, and durability mattered more than traditional UI conventions. Structured interviews reinforced these findings, highlighting pain points that would have been overlooked in a lab environment.
This iterative approach shaped a more intuitive and resilient design. High-contrast visuals, larger touch targets, and interactions that remained reliable despite environmental obstacles became central to our solution. Instead of asking users to adapt to the system, we built a system that adapted to them.
What Survived
Many early assumptions—some predating my involvement—proved incorrect by usability tests. Processes that seemed logical in theory didn’t hold up in practice. Each round of feedback led to refinements that strengthened the design, ensuring the system was not only functional but truly aligned with user needs.
To reinforce intuitive design and error prevention, we made key refinements:
Capped actions per screen: No more than three primary actions per page to reduce cognitive load and streamline decision-making.
Reworked information display: Data was reorganized for clarity, ensuring users could quickly scan and extract actionable insights with minimal effort.
Stronger input validation: Prevented errors before they happened, ensuring user inputs were precise and mistake-proof.
These refinements weren’t isolated fixes but direct extensions of our core design principles.
A Philosophy to Design by
From these insights, our core design principles became clear:
Intuitive Design: The interface had to be immediately usable, even for those with minimal digital experience. Simplifying interactions and reducing cognitive load ensured seamless navigation.
Error Prevention: Production mistakes were costly, so the system needed proactive safeguards. Strong input validation and clear workflows minimized errors.
Accessibility Over Aesthetics: Clarity and usability took precedence over visual flair. High-contrast visuals and large touch targets made the system functional in real-world conditions.
These principles didn’t emerge in isolation—they directly responded to the challenges uncovered during testing. By embedding them into every refinement, we ensured the final product was functional, resilient, intuitive, and truly optimized for real-world use.
Not an App, our App
To make the product feel native to the company, we integrated branding elements—colours, logos, and fonts—while replacing placeholders with actual production data.
The managerial dashboard also evolved, expanding beyond frontline worker tools to provide valuable oversight for production managers.
Document, Document, Document
Every decision and iteration was thoroughly documented—not just for design reference but for long-term maintainability. We also recorded key development considerations, capturing insights from real-world constraints.
Delivery
The response was overwhelmingly positive. Software teams praised the clarity of the design. Production managers immediately saw the value of our solutions. Even initially skeptical end users found the system intuitive. The company president recognized its strategic impact, reinforcing the value of UX within the organization.
The Preparation
This project reinforced both theoretical and practical UX principles. I immersed myself in foundational books like About Face and The User Experience Team of One to prepare. While these resources provided crucial frameworks, the real learning happened in the application.
The Process
Diverse Perspectives: Working across teams revealed blind spots and improved the solution. Developers focused on technical feasibility, managers on efficiency, and end users on usability—bringing these viewpoints together was key.
Adaptability: The scope evolved as new insights surfaced. Flexibility was essential in integrating changes while staying true to user needs.
Communication: As the sole UX designer, I translated research and user feedback into actionable design decisions that resonated with technical, operational, and executive teams.
Bridging Theory and Reality: Theoretical UX knowledge sets the foundation, but the real-world environment requires constant adaptation. What works in controlled settings doesn’t always translate to the production floor, reinforcing the importance of iterative testing and hands-on validation.
Iteration as a Strength: Each round of feedback refined the product, proving that UX isn’t about getting it perfect the first time—it’s about continuous improvement.
The Fallout
This project reshaped how UX was perceived within the company. Once skeptical, teams now saw UX as a powerful tool. I was soon asked to analyze existing software, redesign e-commerce platforms, and spearhead new initiatives.
This project became the foundation for a broader UX transformation—demonstrating that the results speak for themselves when design is truly user-centered.