On the BWC redesign, we weren't starting from scratch. The site had over 14 levels of navigation, more than 1,000 pages, low task success rates, and users often relied on customer support to complete basic tasks.
One thing we uncovered through stakeholder conversations was how some users were working around the system. Customer support shared that attorneys often bookmarked specific pages - including ones removed from navigation - because BWC used that information in claim decisions. This highlighted how deeply the content and structure were tied to real-world outcomes, and why changes had to be made carefully.
To better understand user needs, I developed personas such as Aiden, an injured worker navigating the claims process, along with a journey map and service blueprint to identify breakdowns across the experience. These insights revealed critical gaps in navigation, guidance, and task completion, reinforcing the need for a structural redesign.
This wasn't a clean redesign. It came with real constraints - a legacy system, policy and legal requirements, and multiple stakeholder groups with different needs.
The real work wasn't just designing screens. It was making decisions. What should be simplified? What information needs to stay? What can be removed? Every choice involved tradeoffs between user needs, business requirements, and technical limitations.
We simplified the navigation instead of preserving the legacy structure, prioritized key user tasks over full content parity, reduced the reading level, and explored ways to lower friction in the claims process. Each decision improved usability, but also required alignment across stakeholders, policy constraints, and technical considerations.
Working closely with stakeholders was critical. Reviewing ideas together didn't just validate solutions - it often revealed new constraints and led to better ones.
What this project reinforced for me is that UX isn't just about improving usability. It's about understanding how people actually use a system - even in ways you don't expect - and making clear, informed decisions within those realities. Designing under constraints isn't a limitation. It's the work.
Open to contract UX research opportunities.
Email: theresaw@columbus.rr.com
LinkedIn: theresa-wilkinson