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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
EdTech, B2B2C SaaS
Time
5 months
Tools
Figma
Platform
Website
Status
Shipped
Impact
Simplified content creation flow, reducing outline setup time by ~40%
Improved instructor adoption and satisfaction
Increased potential for course material scalability and reuse
[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.
70%
Outline Completion Struggles
70% of instructors struggled to complete outlines without external help, leading to drop-offs and reduced trust.
60%
Terminology Confusion
60% found the platform’s language and hierarchy confusing, causing a steep learning curve and high cognitive load.
>50%
Early Stage Abandonment
50% abandoned the platform at the outline creation stage, significantly limiting adoption and scalability.
[The Challenge]
How might we help CASA volunteers create accurate, impactful reports more efficiently, enabling stronger child advocacy outcomes?
[The Challenge]
How might we help CASA volunteers create accurate, impactful reports more efficiently, enabling stronger child advocacy outcomes?
[Solution Summary]
MIC is a centralized digital workspace designed to empower CASA volunteers by streamlining time-consuming report-writing and case management workflow
40%
Reduction in outline setup time
Simplified workflows and clear nested structures helped instructors set up course outlines significantly faster.
30%
Increase in completion rate
Increased number of instructors who successfully publish or finalize a full set of materials after onboarding.
+30 pts
System Usability Scale Score
System Usability Scale (SUS) score improved from 55 to 85 after redesign, reflecting significantly higher ease of use and instructor confidence.
Project Library
Dashboard
Outline Management Page
[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]
The users said..
6
Professors
2
Teaching Assistants
"I don’t trust the AI to generate content without showing me exactly what it will look like first."
- Instructor
"The terminology felt like it was made for developers, not educators like me."
- Professor
"I kept getting lost in all the sections, I just wanted to start building my syllabus, not learn a new system first."
- Professor
[Research]
For the heuristic evaluation, we applied Nielsen’s usability principles to systematically audit each screen and interaction flow.
This deep dive revealed critical friction points impacting comprehension, navigation, and task efficiency. By uncovering both quick-win fixes and deeper structural issues, we identified opportunities to improve user trust, drive adoption, and strengthen overall retention and conversion.
[Research]
We also explored successful EdTech tools to identify inspiring design patterns
As part of our research, we conducted a competitive analysis of leading educational content platforms, including Top Hat, Perusall, and Edmodo. Our goal was to understand how successful EdTech products reduce friction, encourage trust in AI, and support user adoption at scale.
Frictionless Onboarding
Instructors felt overwhelmed by complex hierarchies, technical terms, and unclear system feedback, leading to frustration and tool abandonment.
Transparent Previews &
Feedback
Clear preview systems and immediate feedback loops build trust in AI-generated content and reduce hesitation to publish.
Goal-Driven Navigation
Interfaces prioritize what instructors want to accomplish, rather than overwhelming them with technical details or settings.
Supportive Microcopy
Simple, encouraging language empowers non-technical users to explore and experiment without fear of making mistakes
[Research]
Based on all the data collected through our research we identified 4 key issues
Cognitive Overload
Instructors felt overwhelmed by complex hierarchies, technical terms, and unclear system feedback, leading to frustration and tool abandonment.
Low Confidence in AI Outputs
Many instructors doubted AI-generated materials due to a lack of transparent previews and contextual guidance.
Steep Learning Curve
Non-technical instructors struggled to onboard independently, often requiring external help to understand core workflows.
Inefficient Content Structuring
Difficulty visualizing and organizing nested outlines caused delays in course creation and frequent rework.
Data Management Issues
Keeping records secure, updated, and logged in Optima is very challenging.
Accessibility barriers
Older volunteers struggle with current digital tools due to small text, dense interfaces, and lack of guidance.
[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]
Based on mapped frustrations and CASA’s priorities, we identified and ranked opportunities. While all pain points were important, we focused first on reducing administrative burden and simplifying reporting
The following were some of the key insights from the analysis of the data collected.
Simplify workflows and reduce learning curve
Restructure outline creation and terminology to align with mental models of educators rather than developers
Clear feedback system and building trust
Volunteers desired more emotional connection and confidence rather than just efficiency.
Better UX copy for independent adoption
Create guidance and supportive UX copy that empower instructors to work without external help.
[Analysis]
From this synthesis, I derived core design principles to guide solution development
Simplicity First
[KISS Principle]
Prioritize solutions that give time back rather than simply digitize existing workflows.
Confidence through clarity
[Jakob’s Law]
Build instructor confidence in AI-generated content via clear previews, in-context guidance, and visible progress at every stage.
Guided Yet Flexible
[Fogg Behavior Model]
Design for self-sufficiency so instructors can navigate, and edit content confidently without needing external help or technical support.
Consistency & Clarity
[Consistency & Standards]
Ensure consistent interaction patterns and clear visual hierarchy to reduce errors, avoid misinterpretation, and create a smooth learning curve.
[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.
[Iterations]
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.
[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.
[Business Model]
Alongside improving usability, we were tasked with designing a sustainable business strategy for CorpusKeyy
We proposed a freemium model, allowing instructors to explore core content creation features for free and upgrade to unlock premium capabilities — including advanced analytics, enhanced customization, and additional export options. This approach supports trial-based engagement while creating a clear value ladder for premium conversion.
To support seamless transactions, we recommended Stripe integration for easy, trusted payments, reducing friction in the upgrade journey. By aligning UX and business strategy, this model helps CorpusKey increase adoption, encourage experimentation, and scale revenue sustainably.
Business Goals
Revenue Maximization, User Retention, Market Positioning
Target Users
Professors, Administrators, Individual mentors
Strategy Focus
Freemium plan + Credit system with points
[Business Model]
Why we chose the Freemium model for Corpus Key
To increase adoption and reduce entry barriers, we needed a model that empowers instructors to experience value upfront without immediate commitment — making CorpusKey more approachable and widely accessible.
Freemium
This plan will only allow them to create a single project with a limited number of outlines. A low-risk start helps users try the product with limited features.
Credit
The credit system allows rewarding engagement and incentivizes continued usage. Users earn points and redeem them for premium features.
Contact Sales
The contact sales option encourages users to explore tailored solutions and premium offerings through direct contact with the sales team.
[Final Solution]
MIC is a centralized digital workspace designed to empower CASA volunteers by streamlining time-consuming report-writing and case management workflow
Projects Library
The Project Library acts as the main dashboard, allowing instructors to easily view, manage, and continue working on all their existing projects in one centralized place. A “Create New Project” tile encourages quick content creation and lowers the barrier to getting started. We also redesigned the core CRUD functions, replacing previously unintuitive icons with clear, labeled actions for editing, duplicating, and deleting , to reduce errors and build confidence in managing materials. This screen was designed to promote independent use, simplify content organization, and empower instructors to feel fully in control of their work.
This page also displays the three CRUD functions which were previously displayed as icons and were unintuitive.
(Create, Read, Update, Delete)
CRUD Functions
The queue pane displays all the generated files of all the projects from the project library. This gives the user an overview of the files that are already generated and the ones that are in progress.
Queues
Dashboard
After creating a new project, instructors are directed to the Project Overview page, which provides a clear, organized snapshot of their entire project. This structure was designed to reduce cognitive load, support step-by-step creation, and provide instructors with clear visibility and control over their course content at every stage.
Upload files
This is where instructors can add reference materials for AI-based content generation
Outline Generation
This section displays all existing outlines and allows users to create new ones by entering prompts and selecting output formats (e.g., DOCX, PPT)
Queue
Queues transparently show the status of outlines in progress and those already generated
Outline Management Page
The Case Summary screen gives a quick, comprehensive view of the child’s background and key case details. Volunteers can track progress, review flagged updates, and access important documents easily. It helps them prepare confidently for meetings and make informed recommendations.
After clicking “Create New Outline,” instructors can build a detailed, nested outline with headings, subheadings, and learning objectives for each section. Contextual helper text provides helpful guidance without disrupting workflow. This screen was designed to match instructors’ mental models and encourage confident, independent planning.
Creating outline
The "+ Add item" feature allows users to add multiple subheadings to a single heading or create multiple headings for their outline.
Hierarchy maintained
Helper text
[Design System]
To ensure a cohesive experience across CorpusKey, we created a design system that captured the visual language
Our system included reusable UI components, updated typography, color palettes optimized for accessibility, iconography, and clear interaction states. We also established design tokens and documentation guidelines to ensure smooth collaboration with developers and enable future feature expansion with minimal design debt.
[Components]
[Typography]
[Colours]
[Typography]
[Colours]
[Spacing]
[Shadows]
[Developer Hand Off]
To support an efficient transition from design to development, we documented a comprehensive handoff guide outlining all UI components, interaction flows, and edge cases
This guide included annotated Figma files with usage instructions, states for dynamic elements (like drag-and-drop behaviors and outline previews), and clear guidance on responsive behavior. We also provided design tokens and specifications for typography, spacing, and colors to ensure pixel-perfect implementation.
[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.
Hidden Advanced Options
Some volunteers struggled to understand the sidebar structure and where to find specific case-related reminders and files.
Initial Drag-and-Drop Confusion
A few users struggled with the early drag-and-drop interaction patterns before microinteractions were refined.
Simplified Outline Flow
Instructors found the new nested outline structure intuitive and easier to navigate without external help.
Supportive Microcopy
Participants appreciated having all child case details, upcoming tasks, and notes in one place.
[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.
40%
Reduction in outline setup time
Simplified workflows and clear nested structures helped instructors set up course outlines significantly faster.
30%
Increase in completion rate
Increased number of instructors who successfully publish or finalize a full set of materials after onboarding.
+30 points
System Usability Scale Score
System Usability Scale (SUS) score improved from 55 to 85 after redesign, reflecting significantly higher ease of use and instructor confidence.
[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.
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