Lab testing requests were managed through a combination of offline activities and online systems, making it difficult to track progress, clarify ownership, and maintain visibility across the full request lifecycle.

The goal was to design a Request Creation Portal that digitised the end-to-end process—from request initiation and processing to testing and closure. The system supported four distinct personas, each with different responsibilities and information needs, bringing their workflows together on a single platform for improved tracking and accountability.

As the Junior UX Designer, I led UX discovery sessions with business stakeholders to understand user roles, tasks, and workflows. These insights informed the information architecture, user journeys, UX flows, low- and high-fidelity designs, and interactive prototypes.

To support adoption, I created UX-focused user manual videos and collaborated closely with the BA, PM, Development, QA, and Accounts teams throughout implementation on Appian, supporting the project through to successful closure.