case study

Landing page redesign

The first screen users see after logging in provides an at-a-glance view of active, pending, and completed work orders. It highlights priority tasks, upcoming deadlines, and recent activity, enabling technicians and managers to quickly assess workload, take action on urgent requests, and stay on top of daily operations.

For Facility Managers juggling up to 200 work orders daily, every extra click means minutes lost—and SLAs missed.

Led design for the post-login dashboard, giving users a clear overview of active, pending, and completed work orders.

Conducted user research to identify workflow pain points and priority information needs.

Created wireframes and interactive prototypes, iterating based on usability testing.

Collaborated with product managers and engineers to ensure smooth handoff and implementation.

Focused on reducing cognitive load and enabling faster task prioritization.

Responsibility

Problem statement

Pain points

The current information architecture of the Work Order Management landing page assumes that Facility Managers log in already knowing what they need. In reality, they face dozens or even hundreds of work orders daily, with shifting priorities and no clear way to identify what needs attention first. This creates unnecessary cognitive load and slows decision-making.

High cognitive load from scanning large lists

No clear prioritization of urgent work orders

Multiple clicks to get a complete workload picture

Decision fatigue from constant sorting

Business Impact

  • Slower response times and missed SLAs

  • Reduced operational efficiency

  • Lower user satisfaction and adoption

  • Higher operational costs

Goal

Redesign the landing page to surface the most relevant, actionable information upfront—reducing mental effort and enabling faster, more confident decisions.

Understanding the Users (Research Data) Journey Map

Through contextual inquiries, interviews, and analysis of usage data, we mapped how Facility Managers operate within the Work Order Management system:

  • Manage anywhere from 50–200 active work orders at a time.

  • Continuously monitor incoming requests throughout the day.

  • Reprioritize tasks in response to new urgent work orders.

  • Reference multiple screens and data points to gain a full picture of workload.

  • Track progress against service-level agreements (SLAs) and internal performance metrics.

This operational model means their efficiency on the landing page can directly influence key performance indicators such as SLA compliance, average resolution time, and overall facility performance. Our design approach needed to align with these workflows while making critical information available at a glanc

Journey map + Persona + Facility Manager Tool Survey

evaluating the Existing Experience (Previous Structure + User Flow)

  • User flow

Evaluating the Existing Experience

We reviewed the current landing page’s information architecture and user flow to understand how it supports Facility Managers’ daily operations.

Previous Structure

Displays all work orders in a single, undifferentiated list.

Filters and sorting options available but require manual setup.

No dedicated space for urgent or high-priority tasks.

Activity history and upcoming deadlines located in separate sections.

Previous User Flow

Log in and land on the all-work-orders list.

Apply filters or sort to locate relevant tasks.

Navigate to individual work orders to see details.

Return to list to repeat process for other tasks.

This structure places the burden on users to find and organize the information they need, rather than presenting a prioritized overview. It also increases the number of steps required to identify urgent items, impacting speed and efficiency.

Designing the Solution (New Structure + New Flow)

  • New flow

Validating the Impact (Usability Testing Results)

Designing the New Experience

New Structure

  • Prioritized dashboard view with clear separation of urgent, upcoming, and completed work orders.

  • Key metrics and SLA status surfaced at the top.

  • Consolidated recent activity and deadlines into a single, glanceable panel.

  • Persistent quick filters for one-click access to common views.

New User Flow

  1. Log in and land on the prioritized dashboard.

  2. See urgent and upcoming tasks immediately without filtering.

  3. Review key metrics and deadlines in the same view.

  4. Take action directly from the dashboard (e.g., update status, reassign tasks).

This redesign surfaces the most relevant information upfront, reduces the steps needed to act, and aligns the landing page with how Facility Managers actually operate—improving speed, confidence, and KPI performance.

Usability Testing Results

We tested the redesigned landing page with a mix of experienced and new Facility Managers to evaluate efficiency, clarity, and satisfaction.

Key Findings

  • Faster task identification: Users located urgent work orders 40% faster compared to the previous version.

  • Reduced navigation steps: Average clicks to reach a relevant task dropped from 4–5 to 1–2.

  • Improved KPI awareness: All participants reported they could track SLA status without leaving the dashboard.

  • Higher satisfaction: SUS (System Usability Scale) score increased from 68 to 84.

Participants consistently described the new landing page as “clearer,” “more intuitive,” and “action-ready,” reinforcing that the design aligns with their real-world workflows and performance goals.

Reflection

The redesigned Work Order Management landing page transformed the post-login experience from a static list into a prioritized, action-ready dashboard. By aligning the information architecture with Facility Managers’ real-world workflows, we reduced cognitive load, accelerated task identification, and improved visibility into SLA performance.

As the UX Lead, I guided the process from research through implementation—ensuring decisions were grounded in user insights and validated through testing. The results demonstrated measurable improvements in efficiency, satisfaction, and KPI alignment, reinforcing the value of designing for both user needs and business outcomes.

This project highlighted the impact of rethinking entry-point experiences: when users land in a space that reflects their priorities, they can focus less on finding information and more on delivering results.