Context & Objective

In this project, I was responsible for redesigning the submission flow used by the Customer Care team and article authors.

The existing process was outdated, highly manual, and caused a significant amount of back-and-forth communication between authors and support staff. The goal was to:

• Automate parts of the workflow using document scanning
• Empower authors to manage their own submissions
• Reduce pressure on Customer Care and streamline communication

This solution was part of a larger internal initiative to modernize backend systems and improve the author experience.

My Role

• UX Designer responsible for the full design process
• Conducted research and process analysis
• Delivered UX and UI design aligned with the company’s design system
• Collaborated closely with developers and Customer Care to ensure feasibility
• Created and renewed user and admin flows

User Research

To understand the real friction points and opportunities, I:

• Conducted interviews with Customer Care staff
• Gathered insights from authors and editors
• Performed desk research on document scanning capabilities and similar workflows in publishing tech
• Mapped the current submission flow and identified critical drop-off or bottleneck areas

Personas & Journeys

Two main personas were defined:

• The Author:Wants a simple and guided submission experience without unnecessary communication
• Customer Care:Needs to minimize manual entry and reduce time spent on email follow-ups

I mapped their respective journeys to identify overlapping touchpoints and moments of inefficiency.

Design Solution

The final concept included:

• A clean, guided UI that adapts to the type of submission
• Integration with a document scanning engine to automate form fields
• Clear progress indicators and validations
• Error prevention patterns to help reduce failed submissions
• Visual consistency based on the company’s design system

Outcome & Learnings

• A validated submission flow ready for implementation
• Document scanning added tangible automation value
• Support staff were excited about reduced workload and email dependency
• Key takeaway: Designing for automation still requires deep human understanding – tech alone doesn’t solve process friction

Tools Used

• Figma – wireframes and UI design
• Miro – process mapping and ideation
• Internal tools – for flow analysis and user insight collection