Context & challenge
Imagine a self-service application that asks people to collect documents and move between several screens before submitting a request. This concept explores making prerequisites and progress clear before people invest time.
Role & collaboration
A real version of this case study should distinguish decisions I owned, work I reviewed and contributions made by the team. For this example, the proposed scope spans UX direction, UI review and front-end collaboration.
Evidence to collect
- Customer or operator interviews: record the problem in their own words.
- Journey or task review: identify the moments that cause uncertainty.
- Technical and service constraints: document what the design cannot change.
Decisions & trade-offs
Show prerequisites before the form
Place required documents and eligibility information before data entry. Trade-off: a slightly longer introduction, but fewer surprises later.
Separate progress from request status
Use steps while applying and a separate status view after submission. Do not make users interpret a completed step as an approved request.
Design direction
A clearer path from understanding a service to reviewing and submitting a request. The visual is an illustrative interface, not a screenshot of an NWC system.
Starting point / hypothetical
Requirements appear after users start the form.
Proposed direction / concept
Prerequisites, progress and review are separated clearly.
Validation & outcomes
No outcome is claimed for this sample. Replace this section with a baseline, comparison period and verified results before publishing it as real work.
Reflection
In a real study, end with the decision that changed after testing, what the team learned and what still needs work. Do not present the concept as a validated result.
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