UX & Workflow Design

Designing for the Decision in Front of the User

Some usability problems are writing problems. Others only look like writing problems because the underlying workflow is asking too much of the user.

My approach to UX content starts with the decision or task someone is trying to complete. I look at the situation from the user's perspective, then consider what the system can do to help them move forward confidently.

That can mean rewriting a confirmation message. It can also mean redesigning statuses, turning technical error codes into actionable guidance, or replacing a document-based request process with a guided workflow.

| The goal isn't simply clearer language. It's reducing the work required to understand what to do next.

Making Confirmation Messages Clearer

The existing confirmation message required users to interpret vague language before deciding whether to continue. I rewrote the message so the consequence of the action was explicit, simplified the final question, and separated explanatory information from the decision itself.

Designing Statuses Around the Workflow

Workflow statuses serve two audiences at once: the people doing the work and the people waiting for it.

I revised status language to distinguish between actions and resulting states, using active language where someone needed to act and passive language where the status represented what had already happened.

Turning Error Messages Into Troubleshooting Guidance

An internal production application returned numeric error codes that were meaningful to Engineering but not to the operators responsible for completing the work. When Engineering wasn't available, an unexplained error could delay processing.

Rather than remove the technical information, I designed the message for both audiences. The error code remained available for Engineering, while operators received an explanation of the problem and guidance they could use to troubleshoot it themselves.

Replacing a Document-Based Request Process With a Guided Workflow

Customers requesting custom work were given a lengthy document containing questions for many different types of requests. They had to determine which questions applied, provide the relevant information, and return the completed request by email.

I redesigned the process as a guided Typeform experience using conditional logic. Customers selected the type of work they needed and were shown only the questions relevant to that request. The workflow also prevented unrelated requests from being combined into a single submission and provided links to relevant knowledge-base guidance when additional explanation was useful.

Completed submissions were connected through Zapier to create Jira tickets, moving structured information directly into the team's operational workflow instead of requiring employees to interpret and manually transfer information from an email.