Badge Access Center

Overview

The Badge Access Center is a crucial tool used by nearly 40,000 employees and around 10 super users to request badges and manage access to facilities. The existing system had significant usability issues, leading to confusion and inefficiencies. I was tasked with redesigning the platform to improve the user experience, streamline workflows, and enhance overall functionality.

The Challenge

The existing Badge Access Center was outdated, with a cluttered interface and poor navigation that frustrated users, particularly the super users who manage badge approvals. Our goal was to create a more intuitive and efficient platform that meets the needs of all users while improving the approval process for super users.

My Process

To understand the needs of our users, I conducted market research, competitive analysis, and in-depth user research sessions. I interviewed both general users and super users to gather insights into their challenges and needs. Key findings included the need for a simplified request process, better visibility of request statuses, and enhanced filtering options for super users.

Based on the research, I mapped out new user flows that streamlined the badge request process. I developed wireframes to visualize these flows and tested them with users to ensure they addressed the identified pain points. With the wireframes validated, I moved on to creating medium-fidelity screens focused on clear navigation, simplified workflows, and an accessible design language that caters to both general employees and super users. This stage involved iterative testing and feedback loops with key stakeholders.

Outcome

The redesign has been well-received in initial feedback sessions, with users reporting a more intuitive and efficient experience. We are now preparing for a broader rollout and will continue to gather feedback to refine the platform further. Future plans include enhancing the analytics dashboard for super users and exploring integrations with other company tools.

This project reinforced the importance of user research in identifying critical pain points and validating design decisions. Collaborating closely with super users allowed us to tailor solutions that genuinely meet their needs.