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Research in a domain nobody had documented. The real process lived in people's heads across 7 departments. I ran the interviews for one of them, analysed the transcripts from all 7, and turned that into the maps the team designed the system from.
A feature I designed on my own. The one workflow that broke the system's linear model was mine to solve, and it shipped inside the MVP.
Comfort inside a large, messy system. 500+ screens, federal subsidy rules, a decade of legacy data, and exceptions still surfacing in the final weeks.
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A subsidy business running on Access and Excel
I joined Freeport Metrics shortly before this project started, and it was the first thing I was assigned to. The client was a US firm that secures federal telecommunications subsidies for 2,400+ healthcare facilities across the United States.
Their subsidy process ran on Microsoft Access, Excel, Asana and SharePoint, spread across 7 departments that each handled a different part of it. No tool could show where a contract stood or who needed to act next, and a missed deadline in this business means a healthcare facility loses its funding. The client came to the agency to have that replaced by a single web tracker, covering funding for 75,000+ circuits.
One of 3 designers on the project
What I owned