Heuristic Evaluation

The document uploader technically worked, but it lacked clarity, flexibility, and feedback. Teams were stuck in manual loops, and carriers had no insight into upload status or errors. It was a source of confusion across the board.

I made it a quarterly goal to conduct a heuristic evaluation and uncover the root issues. The results revealed friction in nearly every usability category, from missing confirmation states to unclear error handling and buried upload flows. The system didn’t just need polish. It needed rethinking.

The evaluation gave product, design, and engineering teams a shared language to prioritize improvements. What started as a solo audit helped unlock faster workflows, reduce internal triage, and build the case for a better document experience.