Overview

Led UX and product design for a large-scale re-architecture of scheduling and communication platforms supporting accessibility services for deaf and hard-of-hearing users.

Context

The platform needed to balance:

• Workforce forecasting
• Labor law compliance
• Accessibility requirements
• Real-time scheduling constraints

Legacy systems created inefficiencies and limited scalability.

My Role

Product manager and lead designer responsible for:

• UX strategy and system redesign
• Workflow and interaction design
• Stakeholder alignment
• Prototyping and validation

Approach

• Mapped end-to-end workforce workflows
• Identified friction and failure points
• Designed forecasting-driven scheduling tools
• Built prototypes to validate with stakeholders
• Partnered with engineering on implementation

Impact

• Reduced downtime by 65% after system redesign
• Improved onboarding and adoption
• Enabled scalable scheduling and forecasting
• Supported accessibility-focused communication tools

Why This Matters

This work required balancing technical, regulatory, and user constraints while redefining core system architecture and experience.