UX ShowCase

UX ShowCase

Homeless Support Program
- for the Mayor's Office

Homeless Support Program
- for the Mayor's Office

Homeless Support Program
- for the Mayor's Office

The Homeless Rehabilitation Management System (HRMS) was envisioned as a city-level digital infrastructure connecting policy makers, NGOs, CBOs, and case workers under one ecosystem.

Here's a Sneak Peek

Role

Lead UX Designer

Timeline

3 Months

Tools & Methods

Figma

Notion

Double - Diamond

Contextual Inquiry / Staff Research (Pri + Sec.)

The Problem

The Problem

The Problem

Led the design to digitization of the Homeless Rehabilitation Management System (HRMS) as a city-level digital ecosystem, bringing together policymakers, NGOs, CBOs, and case workers to centralize registration, coordinate programs, and enable transparent, outcome-driven service delivery.

Led the design to digitization of the Homeless Rehabilitation Management System (HRMS) as a city-level digital ecosystem, bringing together policymakers, NGOs, CBOs, and case workers to centralize registration, coordinate programs, and enable transparent, outcome-driven service delivery.

Led the design to digitization of the Homeless Rehabilitation Management System (HRMS) as a city-level digital ecosystem, bringing together policymakers, NGOs, CBOs, and case workers to centralize registration, coordinate programs, and enable transparent, outcome-driven service delivery.

Aimed for a reduced Registration Time

40% faster onboarding

Minimizing duplicate records✅

Reporting Accuracy increased

Reduction in manual inputs leading to accurate data auto - sync.

Aimed for a reduced Registration Time

40% faster onboarding

Minimizing duplicate records✅

Reporting Accuracy increased

Reduction in manual inputs leading to accurate data auto - sync.

Aimed for a reduced Registration Time

40% faster onboarding

Minimizing duplicate records✅

Reporting Accuracy increased

Reduction in manual inputs leading to accurate data auto - sync.

How might we...

How might we...

Digitize a centralized system/ manual city administrations struggling to measure outcomes, NGOs duplicating records, and real human progress going untracked. Governance without visibility leads to inefficiency — and lost impact.

Digitize a centralized system/ manual city administrations struggling to measure outcomes, NGOs duplicating records, and real human progress going untracked. Governance without visibility leads to inefficiency — and lost impact.

Digitize a centralized system/ manual city administrations struggling to measure outcomes, NGOs duplicating records, and real human progress going untracked. Governance without visibility leads to inefficiency — and lost impact.

Research & Insights

Research & Insights

Field Interviews, Process Audits led to Synthesis & Opportunity Areas identification, Centralized Data System, Role-Based Dashboards ideation.

Field Interviews, Process Audits led to Synthesis & Opportunity Areas identification, Centralized Data System, Role-Based Dashboards ideation.

Competitor Analysis

6+ competitors Audited

User Interviews

20 Participants

Usability Tests

4+ Iterations

Key User Needs

Education

“Process of gathering and verifying user provided data from any 3rd party providers ?”

"How do NGO’s handle records ?”

“Common set of basic data that we may get by integrating third party data providers”?

Simplicity

"How do these users get informed at the grassroot levels."

Who might be the users of this system?

Trust

“Are we talking different admin access rights enabled?

“Amount spent on security deposit Case management provided?”

Routine

Reminder notification required?

“Immediate checks on the duplication of records?”

Exploring the Solution

Exploring the Solution

We started with Journey mapping, mind mapping low-fidelity wireframes to test the variations of "User Flow" .

We started with Journey mapping, mind mapping low-fidelity wireframes to test the variations of "User Flow" .

Role-Based Dashboards - Admin(Mayor’s office)
, staff admin, clients

Role-Based Dashboards - Admin (Mayor’s office), staff admin, clients.

Added a logic for a verification on every
entry for no duplications.

Added a logic for a verification on every entry for no duplications.

Along with the new registration form added a strategy for needs assessment.

Along with the new registration form added a strategy for needs assessment.

Added a strategy/logic/algorithm to automatically suggest a program match for the verified users.

Added a strategy/logic/algorithm to automatically suggest a program match for the verified users.

The Visual System

The Visual System

TYPOGRAPHY

TYPOGRAPHY

Color Palette

Color Palette

The Final Solution

The Final Solution

High-fidelity screens demonstrating the decisive core flows.

High-fidelity screens demonstrating the decisive core flows.

1

UX Strategy:
Transform a fragmented, manual service ecosystem into a coherent digital experience

UX Strategy:
Transform a fragmented, manual service ecosystem into a coherent digital experience

The platform enables:

Centralized registration and tracking of individuals

Program matching and participation monitoring

Evidence-based reporting and outcome analysis

Transparent collaboration between city offices and partner organizations

The platform enables:

Centralized registration and tracking of individuals

Program matching and participation monitoring

Evidence-based reporting and outcome analysis

Transparent collaboration between city offices and partner organizations

2

Habit-Forming,
Not Instruction-Heavy

Habit-Forming,
Not Instruction-Heavy

  • Adaptive, Inclusive UX

Built guided, linear flows with icons, smart defaults, and minimal text for users with varied digital literacy also facilitating translations for language constraints — enabling faster, error-free inputs.


  • Offline-First Experience

Enabled data entry without internet, with automatic sync when online — ensuring reliability for field workers and boosting system adoption.

3

Role - Aware By Design

Role - Aware By Design

Role - Aware By Design

Role-Based Dashboards

Designed tailored dashboards for each user persona:

Mayor’s Office: citywide insights & resource allocation

NGOs/CBOs: program performance & case data

Case Workers: quick registration & daily task tracking

This personalization reduced cognitive load and improved efficiency.

Role-Based Dashboards

Designed tailored dashboards for each user persona:

Mayor’s Office: citywide insights & resource allocation

NGOs/CBOs: program performance & case data

Case Workers: quick registration & daily task tracking

This personalization reduced cognitive load and improved efficiency.

Role
Lead UX Designer
Timeline
3 Months
Tools & Methods

Figma

Notion

Double -Diamond

Contextual Enquiry

Staff Research

Reflections

Reflections

What did I learn?

Empathy Alongside Efficiency

Early flows were data-focused. But Case Worker / field handlers' interviews revealed people weren’t just filling forms — they were telling stories.
→ Shifting language, tone, and flow towards empathy increased both data accuracy and trust.

Empathy Alongside Efficiency

Early flows were data-focused. But Case Worker / field handlers' interviews revealed people weren’t just filling forms — they were telling stories.
→ Shifting language, tone, and flow towards empathy increased both data accuracy and trust.

Take Aways & What's next?

Take Aways & What's next?

Role-Based Design Drives Clarity

One-size dashboards confused users.
→ Creating persona-specific dashboards (Mayor’s Office, NGOs, CBOs, Case Workers) reduced clutter and improved completion rates across every role.
Offline access, simple language, and guided flows made the system usable for everyone, everywhere.

Role-Based Design Drives Clarity

One-size dashboards confused users.
→ Creating persona-specific dashboards (Mayor’s Office, NGOs, CBOs, Case Workers) reduced clutter and improved completion rates across every role.
Offline access, simple language, and guided flows made the system usable for everyone, everywhere.

Next Project

AllergEase Mobile App

AllergEase Mobile App

AllergEase Mobile App

Back to all work

Back to all work

Next Case Study

Next Case Study

Driving

real

results

For Products/ Services, Businesses, and Brands.

Made with lots of By Sonal 2026

Driving

real

results

For Products/ Services, Businesses, and Brands.

Made with lots of By Sonal 2026

Driving

real

results

For Products/ Services, Businesses, and Brands.

Made with lots of By Sonal 2026