The Bridge Case Study
Clarifying complex administrative systems for Navy personnel
Overview
The Bridge is a redesigned Navy administrative platform focused on simplifying complex self-service workflows. The project explored how clearer navigation, improved hierarchy, and modern UX patterns could reduce frustration and help personnel complete critical tasks more efficiently.
Goals:
-
Simplify complex administrative workflows through clearer navigation and task organization.
-
Reduce cognitive load by improving hierarchy, labeling, and workflow clarity.
-
Improve accessibility for users managing time-sensitive military tasks.
-
Modernize the experience using contemporary UX patterns and responsive layouts.
Role
Product Designer
Responsibilities
UX research, information architecture, interaction design, wireframing, high-fidelity UI design, and workflow optimization.
Collaborators
Independent project informed by lived military experience, user interviews, and administrative workflow analysis.
Timeline
Product 12-week academic project
User Problem
Existing Navy administrative systems are difficult to navigate, visually outdated, and overloaded with complex workflows. Users often struggle to complete critical tasks quickly and confidently.
Problem to solve
Complex administrative systems create confusion and slow task completion.
Research
Research Insights
Outdated systems, unclear navigation, and dense workflows make administrative tasks difficult to complete efficiently.
1. Complex workflows slow users down
Users navigate multiple steps and disconnected systems to complete simple tasks.
2. Important information is hard to find
Dense layouts and unclear hierarchy make forms and statuses difficult to locate.
3. Clear workflows build confidence
Users complete tasks more confidently when navigation and progress are clearly communicated.
Competitive Analysis
Existing military administrative systems provide access to information, but often create friction through outdated workflows, dense interfaces, and inconsistent navigation.
Competitor analysis
Competitor app
_PNG.png)
1. Legacy Government Portals
Strengths
-
Centralized access to services
-
Large amount of available information
-
Familiar to long-term users
Limitations
-
Dense and outdated interfaces
-
Complex navigation structures
-
Difficult task completion flows
2. Enterprise HR Platforms
Strengths
-
Structured workflows
-
Clearer task organization
-
Better status visibility
Limitations
-
Not designed for military workflows
-
Limited accessibility in high-stress environments
-
Often overloaded with features
3. Military Self-Service Systems
Strengths
-
Secure access to personnel tools
-
Supports critical administrative functions
-
Integrated military records
Limitations
-
Inconsistent user experience
-
Confusing information hierarchy
-
High cognitive load during important tasks
Key Gap
Existing systems support administrative tasks, but lack the clarity and usability needed for efficient navigation and task completion. There is an opportunity to simplify workflows and reduce cognitive load through clearer UX patterns and modern information architecture.
Complexity
Users navigate dense systems and multi-step workflows to complete simple tasks.
Confusion
Unclear navigation and information hierarchy make critical actions difficult to find.
Inefficiency
Outdated workflows slow task completion and increase cognitive load.
Addressing Pain Points
Research revealed several friction points that slowed task completion and increased frustration across administrative workflows.
Charting the Course
Creating a clearer path through complex administrative workflows.
Ideation
Designing the Bridge
Multiple pain points across today's systems create friction and cognitive load. The bridge unifies these into a clear, streamlined experience.
Simplifying the System
-
Information Clarity: Improve hierarchy and navigation across complex systems.
-
Workflow Simplicity: Streamline multi-step administrative tasks.
-
System Feedback: Clarify progress, status, and next actions.
-
Accessibility: Reduce friction during high-pressure workflows.
-
Streamlined Experience: Create a clearer path through Navy administration.
Personas
New Sailor
“I don't know what I don't know.”
Goals
Understand pay, benefits, and allowances
Complete required tasks correctly
Habbits
Relies on supervisors and peers
Learns processes as problems arise
Pain Points
Doesn't know where to find reliable information
Navy terminology and instructions are confusing
Needs
Clear step-by-step guidance
Simple, relevant information
Bridge Opportunity
Guide me through the process.
Self-Sufficient Sailor
“I can usually figure it out, but it shouldn't be this difficult.”
Goals
Complete admin tasks efficiently
Find accurate information quickly
Habbits
Searches official resources independently
Uses experience to navigate Navy systems
Pain Points
Information is scattered across multiple systems
Instructions can be outdated or unclear
Needs
Centralized information
Current, trustworthy instructions
Bridge Opportunity
Help me find answers faster.
Experienced Guide
“I know how the system works, but everyone shouldn't have to learn it the hard way.”
Goals
Resolve administrative issues efficiently
Help less-experienced sailors navigate the system
Habbits
Relies on accumulated Navy experience
Frequently becomes a resource for others
Pain Points
Knowledge is passed by word of mouth
Training doesn't adequately prepare sailors
Needs
Consistent guidance across commands
Clear, current policies and instructions
Bridge Opportunity
Make experience accessible to everyone.
Research revealed that administrative challenges shift with experience. New sailors need clear guidance, while experienced sailors need faster access to reliable information. The Bridge supports both by making Navy processes easier to understand and navigate.
Executing the Experience
Transforming complex administrative workflows into clear, intuitive interactions.
Design
Ideation to Design
The Bridge translates operational pain points into a clearer and more streamlined administrative experience focused on navigation, usability, and workflow efficiency.
Simplified Navigation
Clearer system structure improves movement through administrative tasks.
Clearer Hierarchy
Improved layout and labeling make important actions easier to identify.
Streamlined Tasks
Reduced friction across critical administrative flows.
Improved Feedback
Clearer progress indicators and system visibility reduce uncertainty.
Unified Experience
A more intuitive self-service platform designed around usability and efficiency.
Complex Navigation
Dense Information
Multi-Step Workflows
Unclear Status
System Friction
Core Features
Adaptive Home Dashboard
High-priority tasks surface dynamically based on workflow urgency.
Guided Administrative Workflow
Complex paperwork is transformed into a guided step-by-step workflow designed to reduce confusion and simplify task completion.
Integrated Learning Support
Personalized training resources are integrated directly into the administrative experience.
Improving Navy Administration
Guided workflows and adaptive task management help simplify complex administrative processes.
What I learned
1. Clarity reduces cognitive load
Breaking complex administrative tasks into guided steps improves usability and task completion.
2. Guidance should support users
The most effective workflows simplify decision-making without removing user control.
3. Structure creates better systems
Designing around clear workflows and hierarchy leads to more intuitive administrative experiences.