TSA - simplified report workflow

project snapshot

  • client

    tricelsiteassessor.ie

  • users

    B2B Site Assessors

  • my role

    Design Lead, Tricel. Brief brought by internal engineer, collaborated with Irish marketing and dev team, stakeholder presentations, dev handoff and iteration.

  • outcome

    Redesigned navigation with mega menu, desktop-first and accessibility-aware → 25% increase in report completion in 3 months, annual target surpassed

the challenge

Irish EPA regulations require site assessors to submit a wastewater treatment report for every off-mains home build. Tricel developed a web tool to support this process — but its primary users were non-digital-native professionals in their late 40s–50s, often working under time pressure on site.

As a result, the tool failed to support how users actually worked in practice.

Key user challenges:

  • Non-digital-native users struggled with a complex, unclear interface

  • No clear entry point or defined workflow stages created confusion and drop-off

non-digital users

Assessors unfamiliar with complex interfaces

unclear workflow

No clear entry point or defined stages

my design strategy

Discovery

Working in close collaboration with the engineering team — who confirmed the customer profile of older, desktop-based professionals — I used Google Analytics data and developed a customer journey map to identify friction points across the reporting workflow. This research informed all key design decisions.

Key decisions

  • Navigation redesign (mega menu)
    Introduced a hover-triggered mega menu displaying all key actions — Register, Login, Create Report, Edit Report — giving users a clear overview at every stage

  • Workflow structure
    Structured each menu section to mirror the natural flow of the assessor’s work, removing guesswork

  • Desktop-first UI
    Designed in Figma with large, high-contrast type, generous spacing, and clear buttons to support non-digital-native users working without touchscreens

Execution

Wireframes and prototypes were developed and tested before designs were presented to stakeholders. Final developer-ready documentation was produced for a smooth handoff to the engineering team.

mega menu

clear navigation for every stage

desktop first

Accessibility aware UI for non digital users

results

Simplified a complex workflow for non-digital users
Introducing the mega menu provided time-pressured assessors with a clear view of each stage — Register, Login, Create Report, Edit Report — reducing confusion and drop-off across the reporting process.

Exceeded completion targets
Report completions had stalled at 800 per year, below the 1,200 target. After launch, completions increased by 25% in the first three months, with the annual target surpassed comfortably by year end.

25% increase in reports

Target surpassed

reflection

This project reinforced the importance of designing for real-world users who may not be digitally fluent. Simplifying structure and removing ambiguity allowed users to focus on the task, rather than the interface.

With more time, I would explore adding inline guidance, progress indicators, and smart defaults throughout the tool.

next case study: B2B engagement