Streamlined Intake Portal

Enterprise customers struggled with a fragmented, form-heavy process that caused delays and incomplete submissions.

Legacy data fields were required for compliance, and the system could not be fully re-platformed.

Mapped the service blueprint, ran rapid prototype tests, and prioritized high-impact moments in the flow.

Introduced progressive disclosure, inline validation, and a guided review step to reduce errors.

Ensured keyboard navigation, clear focus states, and WCAG-compliant color contrast across steps.

Completion rate increased by 28%, and support tickets about onboarding dropped by 22%.

Simplifying terminology and aligning stakeholders early produced the biggest lift in trust.