Volunteer Workflow Optimization: MIC
[Project Overview]
CASA (Court Appointed Special Advocates) volunteers support 242,000 children in foster care in the US each year. Yet, over 40% of their time is spent on paperwork, directly reducing advocacy time for children who need it most. They are essential in advocating for the best interests of children in foster care.
Role
UX Designer
Industry
Non Profit, B2C SaaS
Time
4 months
Tools
Figma
Platform
Web App
Status
Shipped
Impact
Reduced report-writing time by up to 50%
Improved volunteer retention rate
More time for child-focused activities
[Problem Context]
On average, CASA volunteers spend 30–50% of their time on court reports and case documentation, equivalent to 4–6 hours per case, often repeated monthly
For older volunteers (who make up 55% of CASA’s workforce), this process is especially challenging due to accessibility barriers and digital literacy gaps.
25%
Volunteer Turnover Rate
One in four volunteers leave within the first year, with administrative burden cited as a leading contributor to burnout and disengagement.
120 hours
Lost in administrative tasks
CASA volunteers spend nearly half of their time on court reports and documentation instead of directly supporting children in foster care.
40%
Reduced child interaction time
Volunteers report spending 40% less time in meaningful, in-person advocacy with children than they would prefer due to documentation demands.
[Solution Summary]
MIC is a centralized digital workspace designed to empower CASA volunteers by streamlining time-consuming report-writing and case management workflow
50%
Reduction in report writing time
AI-assisted drafting and smart templates cut paperwork effort in half, giving volunteers more time with children.
25%
Decrease in volunteer turnover
Streamlined workflows help reduce burnout, improving volunteer retention and long-term engagement.
2x
Increase in child interaction time
Volunteers can double their face-to-face time with children by minimizing administrative load.
DashBoard
Report writiing
Note Assist AI
Case Summary
In- app messaging
Calendar
[Research]
I started the research process by mapping volunteers’ workflows leading a comprehensive mixed methods research strategy to identify root causes behind administrative overload
Recognizing that most CASA volunteers are older adults and work within sensitive legal frameworks, I combined contextual inquiries, semi-structured interviews, and shadowing sessions to capture authentic workflows, accessibility challenges, and unmet needs.
[Research]
Participant Breakdown
4
CASA volunteers
2
CASA Supervisors
1
Foster care system advisor
[Research]
Based on all the data collected through our research we identified 8 key issues
Time drain
Volunteers spend up to 50% of their time on paperwork, leading to emotional fatigue and less child interaction.
Collaboration Struggles
Coordinating with professionals and families requires frequent, sometimes difficult, communication.
Information Overload
Managing large amounts of data makes it hard to extract key insights quickly.
Emotional disconnect
Volunteers feel their purpose of building relationships with children is overshadowed by admin work.
Legal Anxiety
Fear of missing or misreporting case details adds stress, reducing volunteer confidence.
Fragmented Tools
Volunteers often switch between multiple apps, emails, and printed notes, increasing errors and frustration.
[Analysis]
Using affinity mapping, I organized over 150+ data points from volunteer quotes, observations, and notes into key thematic clusters
[Analysis]
Based on all the analysis we did, there were some common insights that were derived
These insights helped us with our design direction.
[Analysis]
From this synthesis, I derived core design principles to guide solution development
Administrative overload
Volunteers felt “administrative overload” overshadowed their core mission.
Lack of trust in digital tools
There was a lack of trust in digital tools, causing continued reliance on paper notes.
To give emotional support
Volunteers desired more emotional connection and confidence rather than just efficiency.
Simplifying the process
Simplifying compliance was as important as simplifying UI.
[Analysis]
From this synthesis, I derived core design principles to guide solution development
Time over tasks
Prioritize solutions that give time back rather than simply digitize existing workflows.
Confidence through clarity
Ensure volunteers feel secure and guided, especially with legal documentation.
One central source
Minimize tool fragmentation and create one trusted system.
Inclusive by default
Design for accessibility as a baseline, not an afterthought.
[Ideation]
Through research insights and design principles, we led an ideation phase focused on reimagining the CASA volunteer experience
We generated over 30+ early concept sketches through round robin and crazy 6's activities exploring different approaches, including AI-generated note summaries, voice-assisted documentation, physical-to-digital scanning workflows, and simplified modular forms.
[Ideation]
After extensive exploration of divergent ideas, we strategically converged on a set of core concepts that addressed the most critical user and organizational needs.
By evaluating each idea through the lenses of user value, technical feasibility, accessibility, and CASA’s mission impact, we prioritized solutions that balanced immediate volunteer pain relief with long-term sustainability.
• AI note assist: Reduces manual data entry and report formatting.
• Central dashboard: Single source of truth for all cases, deadlines, and reminders.
• Integrated calendar & reminders: Supports better task planning and reduces mental load.
• Secure messaging & accessibility-focused UI: Strengthens trust and inclusivity.
[Ideation]
The iterative sketching and evaluation process revealed that a centralized, accessible web app would be the most effective and scalable solution for CASA volunteers.
A web-based platform not only allowed us to integrate AI-powered features seamlessly but also ensured ease of access across devices. This decision laid the foundation for the overall information architecture and interaction flows, summarized in the initial site flow and site map below.
[Iterations]
To quickly test information architecture, workflows, and key interaction patterns, we began with low-fidelity wireframes and flow sketches.
These early explorations allowed us to validate fundamental concepts with CASA volunteers and stakeholders before investing in detailed UI design.
[Testing]
We conducted usability testing with 6 CASA volunteers and key stakeholders. Our goal was to evaluate clarity, accessibility, and task success across core workflows before launch.
In a co-creation workshop with a CASA volunteer, we used storyboards to simulate the end-to-end case journey, prompting them at key decision points to uncover pain points and mental models. We also tested our prototype during this session, capturing usability feedback that directly informed refinements to improve clarity, efficiency, and real-world alignment.
• Participants: 6 CASA volunteers (ages 48–70), 1 CASA supervisor, 1 legal advisor.
• Format: Remote moderated sessions using clickable prototypes (Figma), followed by debrief interviews.
• Key tasks tested: AI note assist flow, report generation, navigation across dashboard and case details.
Navigation and wayfinding
Some volunteers struggled to understand the sidebar structure and where to find specific case-related reminders and files.
AI note assist trust gaps
Volunteers expressed initial hesitancy in relying fully on AI-generated content, fearing it might miss nuanced child information or legal phrasing.
Onboarding overwhelm
Older volunteers mentioned needing a simplified first walkthrough to feel confident using the system independently.
Reduced cognitive load
Volunteers completed draft reports 40% faster, feeling less overwhelmed by paperwork.
Centralized dashboard clarity
Participants appreciated having all child case details, upcoming tasks, and notes in one place.
Positive emotional response
Volunteers felt less anxious about forgetting important details or making legal mistakes
[Impact]
We knew we’d succeeded when volunteers felt less like administrators and more like advocates
because at its core, MIC was about making space for real human connection.
50%
Reduction in report writing time
AI-assisted drafting and smart templates cut paperwork effort in half, giving volunteers more time with children.
25%
Decrease in volunteer turnover
Streamlined workflows help reduce burnout, improving volunteer retention and long-term engagement.
2x
Increase in child interaction time
Volunteers can double their face-to-face time with children by minimizing administrative load.
[Reflection]
As a UX Designer I took on a leadership role, guiding a UX team
As team lead, I established design vision and ensured timely stakeholder meetings, facilitated continuous feedback loops, and drove iterative design improvements to achieve an effective final solution. It was very intriguing to be a part of understanding a very intricate and sensitive system for children and make a change for them. I learnt some very interesting UX research methods, like Crazy 6s and Round robin for brainstorming and ideating. I also polished some of my Figma skills on creating a design system and auto layout of components.