UX at Scale:
Optimizing UX for Enterprise File Management
Role: UX Researcher & Workshop Facilitator
Client: Large Multi-National Oil and Gas Company
Duration: 5 months
The Challenge
Our client faced a complex, global operations issue commonly known as a “swivel chair” problem where employees had to manually transfer information between disconnected systems. This inefficiency was magnified across time zones, varied international compliance standards, multiple languages, and cultural differences, resulting in delays, errors, and frustration for both staff and stakeholders.
On-site at the client’s headquarters, hosting a Design Thinking workshop!
My Role + Process
Traveled on-site to client HQ to lead creative discovery and align with stakeholder goals
Conducted interviews and co-creation sessions to identify bottlenecks and the most critical user workflows to highlight
Collaborated with cross-functional teams to storyboard and script a journey focused on core user actions:
Viewing and annotating critical documents
Editing file metadata within business processes
Navigating task-focused interfaces that integrate data across systems
Outcomes
Created a solution that delivered measurable business value:
Enabled faster, more efficient processes by reducing manual data entry ("swivel chair" tasks), simplifying workflows, and replacing repetitive tasks with automation and augmenting with AI where appropriate.
Enhanced document management minimized errors and rework and strengthened governance, driving better compliance and consistency across multi-national borders.
Delivered two high-fidelity demo videos that clearly communicated the value of the new system to non-technical executive stakeholders
Received exceptional internal and client feedback on both the storytelling and execution
The creative process is being adopted and scaled across multiple IBM teams, increasing speed, clarity, and consistency of future PoC storytelling