Case 01Enterprise software · Core Case Management
50% faster visibility for cross-departmental decisions
Redesigning an enterprise case management platform so the status of every case is clear at a glance.
- Context
- Led in-house at OpenText
- Role
- Lead UX design
- Platform
- Web application
- Timeline
- 2023 to 2025
Procurement
My cases
Illustration of the interface pattern, recreated in code. Not the shipped product, which belongs to the organisation it was built for.
Outcome
Outcome
- 50%faster visibility for cross-departmental decisions
- 85SUS score, showing strong usability and user confidence
- Shorter turnaround, as case workers reach critical information sooner
Overview
What we were working with.
Core Case Management is a SaaS, no-code platform for complex, document-heavy workflows across enterprise teams. We redesigned how case workers see status and progress, so they can decide and act without digging.
The problem
Case workers were spending too long opening and analysing individual cases just to understand basic status and progress. Even small questions needed deep navigation, which slowed decisions and stretched turnaround times.
Who we designed for
Constance, case worker
“I need to know which case needs my attention right away.”
Goals
- Understand the status of a case at a glance.
- Prioritise urgent work and move cases forward faster.
- Work in a focused, case-centred environment.
Pain points
- Too much effort to find basic status information.
- Important context buried deep in the workflow.
- Existing experiences felt task-heavy and slow.
ScenarioWe grounded the redesign in a real procurement scenario: a procurement associate reviewing vendor quotes, tracking approvals and moving a proposal forward. It let us test whether case progress and key decision points were clear at a glance.
Process
How we got there.
- 01
Discover
- Gathered input from stakeholders, researchers and peer reviews.
- Looked at where case workers were losing time day to day.
- Identified status visibility and navigation depth as the core problems.
- 02
Define
- Mapped user goals, scenarios and journey gaps.
- Aligned design opportunities around faster visibility and better focus.
- Prioritised changes that cut effort without disrupting the product's foundations.
- 03
Design
- Explored concepts for a Process Summary, the case workspace and a personalised homepage.
- Designed summary patterns and side-panel interactions for quick status checks.
- Worked within existing patterns while improving clarity, hierarchy and flow.
- 04
Validate
- Tested with usability studies and peer feedback.
- Used realistic workflow scenarios to evaluate decisions and navigation.
- Refined the design on the findings, especially status consistency.
Design decisions
The calls that shaped it.
Cards or tables
In low fidelity we compared card and table layouts for the case workspace, to find which made statuses quickest to scan and understand.
Summary without competition
The key decision was how to surface the Process Summary so it supported the workflow instead of competing with it. The final design balances quick access to status with a workspace that still feels focused.
What we learned
What we carry into every project.
Design within constraints
An established enterprise product already has defined patterns. We improved the experience meaningfully without rebuilding the whole system.
Visibility drives decisions
People should not have to dig to understand progress or ownership. Surfacing the right information earlier made the whole workflow feel faster.
Flexibility across teams
Different departments use the same platform differently. Focused workspaces and personalisation made it fit real workflows.
Let's build it.
Tell us what you are making. We reply to every enquiry within one working day, and you will hear from the people who would actually do the work.
London, United Kingdom · Working worldwide