Design focus: Interaction Design

Ownership: Execution layer (within constraints)

Problem type: Complex states into contextual clarity

Scope: Feature-level depth

Team role: Subcontracted, client team

Brokerage office managers ran member management through support tickets - slow, indirect, and hard to see into.

I designed the member lifecycle experience for the company's ground-up intranet, working within an approved scope and a design system already in progress. Every proposal followed one rule: the right information and the right actions at the right moment.

Status became readable across the whole office at a glance, profile actions surfaced contextually by lifecycle state instead of sitting as permanent fixtures, and critical context like termination moved to the top of the profile where it can't be missed.

Built incrementally over several months across agent and staff roles, holding a consistent internal logic as functionality expanded. Shipped ahead of product launch.