My goal at FastTrack360 as a Lead Product Designer was to improve the overall UX, create a new codified design system, and rethink form handling so that capturing information was faster with fewer errors. I also worked closely with the engineering team to build the custom document editor, which we iterated on directly with customers.
The challenge
The core of FastTrack360's Back Office product was built on a legacy Microsoft Silverlight solution. While powerful, it was dated and presented significant usability challenges. Our product team was tasked with redesigning the entire workflow into a modern, cloud-based web product, a fundamental rethink of how users interacted with complex data and processes, aiming to reduce errors and time spent on administrative tasks.
My role
As the Lead Product Designer, I was responsible for shaping the user experience of the new platform and grounding design decisions in user needs and business goals.
I led the redesign of critical workflows, starting with continual product research and synthesis. We methodically mapped features into deliverable modules that could be tested iteratively with end users, establishing a tight feedback loop with the customer-engagement team and real users.
I initiated and led the creation of a new design system, a collaborative effort to consolidate disparate components from across the legacy product into a cohesive and scalable library, ensuring a consistent experience as we built out new features.
To move beyond assumptions, we implemented user analytics to track behavioural workflows. This let us consolidate real-world data, identify friction points, and uncover new business opportunities within the product.
I led the design of the Document Editor, a feature for creating complex document templates. The challenge was encapsulating complicated business rules into a simple drag-and-drop interface, giving users control over both the design and the underlying logic of their billing and payment forms.
Outcomes
We transitioned core workflows from a dated Silverlight application to a scalable, cloud-based web product, significantly improving the user experience. The design system enabled the team to build new features more efficiently and consistently, with a quicker feedback loop and a more coherent product.
The Document Editor became a key differentiator, customers could manage complex business documents far more easily, which directly addressed a major pain point. By integrating user research and analytics into our process, we shifted toward data-informed development and uncovered new opportunities for product growth.
The document editor
The document editor was one of the flagship features that customers use to view, edit and share document templates for all billing and payment receipts and forms. The editor consists of complex business rules encapsulated into a simple drag-n-drop module. Everytime the user drag a small interface element into the canvas, the business rules are added with an option to tweak the design as well as the business rule itself. The editor also consists of a version history, information configurator, user role configurator, image publishing interface, and so on.
