RECORDS MANAGEMENT SYSTEM

Creating a centralized source of truth for record verification and management by consolidating workflows, improving discoverability, and reducing processing time.

UX Design UX Research Enterprise Software Design Systems

Company: Booz Allen Hamilton

Role: UX Designer

Focus: Enterprise Records Modernization

While working at Booz Allen Hamilton, I supported the modernization of a large federal records management platform used by employees responsible for reviewing, maintaining, verifying, and updating critical records.

Due to the sensitive nature of this work, all branding, labels, screenshots, and workflows have been modified. The examples shown represent the design solutions and user experience improvements while omitting classified or protected information.

THE CHALLENGE

The existing workflow required users to navigate between multiple systems to verify information.

Users frequently left the records platform to search external applications, manually compare data, and then return to complete updates.

This process was time-consuming, increased opportunities for error, and created uncertainty around whether information had been fully verified.

Our goal was to create a centralized source of truth that allowed users to verify, review, search, and edit records from a single experience.

RESEARCH & DISCOVERY

Through stakeholder interviews, workflow analysis, usability reviews, and direct collaboration with end users, I identified several recurring pain points across the platform.

Users struggled to locate information quickly, frequently switching between systems to verify data.

Large pages containing significant amounts of information created cognitive overload, while existing navigation patterns made it difficult to move efficiently through records.

These findings established a clear opportunity to improve discoverability, reduce context switching, and simplify record verification workflows.

DESIGN SOLUTION

I designed a modernized record experience centered around a reusable card-based architecture that organized information into logical, manageable sections.

Each card could be expanded or collapsed, allowing users to focus only on the information relevant to their current task rather than being overwhelmed by every piece of data at once.

The card framework proved highly successful and was ultimately incorporated into our enterprise design system, becoming a reusable pattern for future modernization efforts across the program.

To improve navigation and efficiency, I introduced a persistent side navigation that enabled users to move quickly throughout the record without losing context.

I also implemented active search functionality, allowing users to quickly locate records and associated information without navigating through multiple screens.

Supporting document workflows were also streamlined, reducing the effort required to associate, review, and verify supplemental information while maintaining compliance requirements.

RESULTS

The redesign transformed a fragmented process into a centralized records management experience that served as a trusted source of truth for users.

38% reduction in average record processing time

Reduction in navigation-related user errors

Fewer clicks required for common record review tasks

94% task completion rate during usability testing

Significant improvement in user confidence and satisfaction

Beyond improving day-to-day workflows, the reusable components, navigation patterns, and interaction models established during this project became a foundation for future modernization efforts across the organization.

records-system.gov

Final modernized experience focused on verification, discoverability, and efficient record management

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