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Deloitte l SCADPro Sponsored Program

This was a client project conducted through Deloitte, focused on a government postal service mobile website in the public sector. Over the course, I contributed as a ux researcher and ui designer, leading usability testing, creating user journeys, and developing a new style guide.

The goal of this project was to redesign a widely used government postal service platform using a human centered design approach. The existing interface presented significant usability challenges, which led to user frustration and loss of engagement. Our objective was to restructure the system and design a more intuitive, streamlined user flow to improve accessibility and overall user experience.

PROJECT DETAILS

Roles

UI Designer / UX Researcher / UX Designer

Duration

10 Weeks

Team

SCADpro Team (20 Students)

Tools

Figma, Maze, Google Form

The Problem

Problem Structure

Users struggled to navigate a complex service system with unclear information hierarchy.

Pain Points

When users attempted to use the reservation service, frequent UI and system errors led to high drop-off rates and disrupted the overall experience. These issues not only affected the reservation process but also revealed broader usability problems across related services.

Research

*Partial User Journey Map*

Method

  • Secondary Research : Current Journey, visual trends, and competitive Analysis

  • Primary Research: Observation research

    interviews, and surveys

  • UX Audit

Research Goal

To understand user pain points, behaviors, and expectations when interacting with the government service platform, we also aimed to identify the most confusing aspects of the current system and explore the types of user flows and UI styles that users prefer.

Solutions / Concept

Concept

A human-centered redesign focused on simplifying user flow and improving system clarity.

Key Solutions

  • Introduced a modern and accessible UI through redesigned wireframes that align with the client’s vision.

  • The system was streamlined to allow users to complete key tasks independently, minimizing friction and reducing reliance on external support.

  • The reservation experience was restructured into a clear, step-by-step flow, making it easier for users to navigate and complete their tasks with confidence.

Final Design

*Due to NDA restrictions, certain details and

wireframes have been omitted*

What Changed?

  • Complex -> Simplified

  • Confusing -> Clear

  • Broken -> Reliable

Design Highlights

  • Clear hierarchy

  • Consistent UI system

  • Improved feedback

Reflection

Looking Back

Redesigning the UI system of a public service website used by most Americans, except very young children, was not easy. Because it is a platform that provides public services, it needed to have a flow that everyone could easily follow and a design that was easy for all users to understand.

Through this project, I learned that government service websites need to be designed with different standards compared to private sector websites. It also made me reflect on the importance of protecting users’ personal information. Working with my team to reorganize a complex system was a valuable experience for me.