UPS Redesign and Information Architecture Modernization

PMCS is a mission-critical tool used by a wide range of UPS operations roles. When I inherited it, it looked and functioned like it was still running on 90s-era web tech. The business wanted modernization; I recognized it needed more than visual polish. The system had grown into a maze of pages, inconsistent components, and buried critical actions. I became the sole designer responsible for not just redesigning screens, but rethinking how the system worked.

Announcements & news surfaced (previously buried)

At-risk & important packages prioritized visually

New data visualization line chart (why this chart? what decisions did you make?)

Clear navigation to critical actions

Reduced “time to awareness” for operational issues

One of the first things I noticed when digging into the existing navigation was that it was organized around a system concept rather than a user task. The core of the application, Control and Monitor, each lived as entirely separate branches in the sidebar, and within each, many pages were duplicated. If you needed to switch between a controlled and monitored package, you had to back out and navigate several levels deep again.

Instead of Control vs. Monitor, the top level became Operations — with Control and Monitor as tabs the user can switch between directly within the page. Pages that exist in both contexts were flagged as shared so users immediately understand they're looking at the same data source and don't need to navigate elsewhere to find the other version of the same thing. This flattened the architecture, eliminated redundancy, and made the relationship between Control and Monitor feel intentional rather than accidental.

Reduced page count while maintaining clarity

Created logical grouping aligned with real workflows

Moved from sprawling legacy menus → streamlined, intuitive navigation

Reduced user confusion and improved orientation

Significantly improved usability and visual clarity

System now aligned with internal design system → lower development costs

Product teams and developers validated the IA restructuring as a major improvement

Created a foundation the team will use for future funded development