Quality & Compliance Management System

My Role

I owned the product backlog, prioritised product improvements and worked closely with three engineers and the Head of Product to deliver the redesign alongside a backend migration.

A product that had outgrown its foundations

The platform had evolved organically over several years as new operational requirements were introduced. While it supported increasingly complex workflows, its structure reflected technical growth rather than how users actually worked. This created several challenges:

• inconsistent user experience across the platform
• increasing effort to complete common tasks
• growing engineering cost when introducing new functionality
• limited scalability as the business expanded

With a backend migration already planned, this became the opportunity to rethink the product.

Aligning the product with user workflows

Through user research and operational feedback, I identified that two distinct user groups, Project Managers and Field Technicians, were navigating the same structure despite having very different goals.

• High-frequency workflows spread across multiple screens
• Critical information buried behind unnecessary navigation
• Redundant functionality increasing product complexity
• A platform that was becoming harder to maintain and extend

The challenge was to simplify the experience while creating a structure that could support future growth.

Restructuring the product around high-frequency and high-stake tasks

Key initiatives included:

• Defining Project Managers and Technicians as the platform's primary user groups
• Creating a new information architecture aligned with their workflows
• Redesigning the Property Page as the central operational hub by grouping frequently accessed information, separating property and customer data and removing low-value functionality
• Introducing reusable design patterns and components to support consistent future development
• Validating decisions with operational users and collaborating closely with the engineering team throughout delivery

Reducing friction across systems

One of the highest-frequency workflows involved Project Managers sharing properties with the Sales team. Every time a property needed to be reviewed, users had to open the platform, search for the address and navigate to the property page.

Because this task was repeated throughout the day and involved multiple teams, we prioritised introducing stable, shareable property URLs. Project Managers could now paste a direct link into the CRM, allowing the Sales team to open the correct property in a single click.

This reduced access from four steps to one, eliminated unnecessary searching and created a seamless connection between the CRM and the operational platform.

A clearer foundation for both users and future product development

User outcomes:

• Reduced property access from four steps to one through shareable property links
• Faster access to high-frequency information
• Clearer separation between property and customer information, reducing navigation and errors
• Improved accessibility through WCAG AA-compliant interfaces

Product outcomes:

• A scalable information architecture supporting future features
• Simpler workflows aligned with user needs rather than system structure
• A reusable component library that reduced implementation effort and improved consistency

The platform is now used by distributed field teams managing underfloor insulation projects across the UK and France.