Transforming complex regulatory processes through problem reframing
Case study: Aviation Security Identification Card (ASIC) Operational Need
Role: Senior UX Designer, Research Lead
The Challenge
Our ASIC application process generated significant operational inefficiency through constant applicant-administrator communication loops. Support teams were overwhelmed with clarification requests, and leadership initially proposed adding a dropdown to fix the form.
My Approach
Problem reframing: Challenged dropdown assumption, recognising we were solving symptoms not root causes
Stakeholder influence: Repositioned as comprehensive process transformation to secure research buy-in
Research partnership: Worked with ASIC Coordinator as primary partner, leveraging her daily applicant interactions
Root cause analysis: Identified three failure points through structured interviews
Key findings:
Applicants couldn't distinguish between ASIC types
Duty descriptions lacked required regulatory detail
Critical questions were buried at form's end
The ASIC Coordinator and I mapped out the process and reorganised it to enhance the quality of information we receive from the applicants.
A digitised version of the operational need process (using Microsoft Whiteboards, before we started using Miro).Key Design Decisions
Information architecture: Restructured entire flow, moving critical questions from end to beginning
Content strategy: Drafted comprehensive instructional content with ASIC Coordinator
User experience: Transformed regulatory compliance from bureaucratic exercise into guided experience
A wireframe for an applicant who is requires an ASIC for employment purposes.Results
Process transformation framework: Research approach became template for future improvements
Organisational capability: Established evidence-based design methodology as standard practice
User validation: Testing confirmed new information architecture worked across all pathways
Strategic influence: Shifted organisational mindset from feature requests to user-centred problem solving
Note: Implementation delayed due to system rebuild requirements, but methodology influenced multiple subsequent projects.
Key Takeaway
Effective designers question initial assumptions and build stakeholder confidence through evidence. Sometimes the greatest impact comes from reframing the problem rather than optimising the proposed solution.
I went through three rounds of user testing.Final prototype.