🧠 Context

In large enterprises, security teams must manage multiple physical identities—visitors, contractors, temporary and permanent employees—each with different access needs. Many rely on disjointed tools like email, spreadsheets, and 3-ring binders, leading to manual errors, unclear approvals, and costly security gaps.

Our goal: Build a centralized SaaS solution that allows building admins and security operators to control and monitor access across facilities—accurately, efficiently, and securely.

🎯 Role & Contribution

As Lead UX Designer, I was responsible for the end-to-end experience strategy:

• Led cross-functional vision workshops to define business goals and value proposition

• Conducted generative and evaluative research with real customers and users

• Delivered high-fidelity prototypes using an existing UI library

• Established scalable design rituals, feedback workflows, and documentation standards

• Advocated for outcome-driven prioritization in roadmap planning

⚒️ Challenges & My Approach

🔄 New Product, New Team, New Processes

With a newly formed, distributed team, I focused on creating clarity and shared understanding. I introduced:

• Design reviews (sync and async)

• Collaborative workshops for feature framing and design alignment

🎯 Outcome vs Output

Tension between delivery momentum and customer impact was real. To bridge gaps:

• I combined user research with domain expertise from technical support to advocate for high-value features

• Built gradual buy-in for customer research as a necessary part of our cycle—not a blocker

📉 Constantly Changing Priorities

With roadmaps shifting weekly and requirements arriving mid-review:

• I leaned into clear documentation and flexible workflows

• Stayed proactive—designing ahead to maintain momentum even with imperfect information

• Used early drafts to spark conversation and invite cross-functional feedback

🧪 Strategic UX in Action

✅ Vision & Value Proposition Workshop

To align cross-functional leaders, I facilitated a Vision Workshop that produced:

• Clear problem statements (free of jargon or UI assumptions)

• Customer hypotheses and pain points

• A validated Value Proposition Canvas

• PRFAQ draft and prioritized MVP features

• Alignment that SMEs ≠ users (and the real work would come with validation)

🧠 Design Studio Sessions

To rapidly prototype the experience:

• I ran time-boxed Design Studio workshops

• 2 sketching rounds → review → frankenwire

• Result: First-pass solution aligned with both UX and non-UX stakeholders—in one hour

🧪 Research Execution

With no dedicated UX researcher, I designed and led our usability research effort:

• Drafted logistics plan, timeline, dry runs, and invites

• Ran 90-min usability tests with 6 enterprise customers

• Tested 10 priority flows across healthcare, pharma, utilities, and airline sectors

• Produced pass/fail matrices to identify pain points and emergent trends

I synthesized the results into 7 top-priority fixes, ranked by:

• Number of participants affected

• Percentage of users impacted

• Task frequency and criticality

• Severity of failure and user frustration

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