I redesigned UL Solution’s ComplianceWire learning platform to address persistent customization limitations and visibility issues for key user roles. I implemented role-based dashboards, configurable workflows, and improved progress tracking. These enhancements drove measurable increases in engagement, customer retention, and sales enablement, enabling new enterprise customer conversions.

I redesigned UL Solution’s ComplianceWire platform to address persistent customization limitations and visibility issues for key user roles. I implemented role-based dashboards, configurable workflows, and improved progress tracking. These enhancements drove measurable increases in engagement (+32%), customer retention (+18%), and sales enablement, enabling new enterprise customer conversions.

ULTRUS ComplianceWire is an enterprise compliance training platform by UL Solutions for regulated industries, enabling organizations to manage mandatory training, certifications, and audit-ready records—ensuring workforce compliance across on-site and remote operations.

The Problem

The business is at risk of customer retention and prospect conversion due to these pain points from the customers:

New Hires: The overwhelming volume of training creates confusion about priorities, hindering their onboarding.
Users/Curricula Owners: The curricula review process is overly complicated to navigate.
Managers: Locating specific curricula items is inefficient and time-consuming.
Training Admins: Manual processes make it hard to review curricula effectively.

Business Goals & Outcomes

• Create a quick win + long-term approach that meets needs and can be developed quickly and iterated over time

• Now:
(1) Simplify the dashboard and elements to feel more modern.
(2) Easy implementation so that the team can build on the design foundation
(3) Use the existing data foundation, with the customer lens applied

• Future:
(1) Expand features and functionality
(2) Explore the use of gamification and move toward greater hyper-personalization based on roles and personas
(3) Modality experimentation, interaction models, and additional functionality that simplifies, delights, and delivers value

Constraints & Business Reality

There’s a hurdle with the business; they argued that the existing customer feedback was sufficient for us to move forward with crafting a solution and saw no value in additional generative research. Specifically, because of the delivery timeline and renewals being at stake.

The Business Buy-In
I partnered with the team to reframe generative research as a risk mitigation tool, not just a discovery exercise. I suggested to the business that by highlighting gaps in the current customer feedback across learner, manager, trainer, and administrator workflows, we gain insights into how unresolved friction increases compliance risk, customer churn, and lost renewals.

By proposing a more focused, time-bound approach tied to product decisions, we collaborated to demonstrate clear value, sharp prioritization, reduced work, and higher confidence that ComplianceWire would meet regulatory and enterprise customer needs.

Workshop

Kickoff, Team Introduction and Problem Deep Dive | Miro, Teams, & Dovetail

The goal of this workshop is to align the cross-functional team on scope, timeline, and execution, while demonstrating the value of generative research. The session will also map user journeys, flows, and personas to show how deeper customer insight drives stronger business outcomes.

Userflow | Undertanding the learner's view

Userflow | Undertanding the admin's view

Roadmap | How work should get from Product Discovery through to the Delivery Team

Timeline & Milestones | Team + Change Advisory Board Collaboration

Generative Research

Hearing directly from an enterprise-level customer | Frictions, Essentials, & Nice-to-Haves

I worked closely with the Project Manager to craft a set of questions and reach out to the key players to hear directly from them. We leveraged the data provided by the business to be sure we are asking the right questions.

Tools: MS Teams | Copilot | Confluence | Figma |

Question Brainstorming Session

Goals and Primary Tasks
• What is your main objective when users land on the ComplianceWire landing page? 
• Which task do learners, managers, or admins perform most frequently in the application?
• What information must be visible immediately on first load?
• What features do you rely on the most—and why? 

Content and Navigation
• How should curricula and individual training be surfaced on the landing page? 
• Are there any features or workflows that you feel can be improved via the landing page when it comes to training delivery or tracking? 
• If you can add one more feature to this landing page, what would it be? 

Personalization and Targeting
• What user attributes should drive personalized content? 
• What level of customization do managers and learners need to improve their experiences? 
• Which alerts or reminders should be personalized and how frequently?

Compliance, Visibility, and Reporting
• Do you feel the system aligns with how you naturally think about your compliance responsibilities? 
• What compliance indicators are essential on the landing page? 
• How could the platform better support managers in tracking team compliance?
• Which KPIs or dashboards should be accessible from the landing page for learners/managers/admins?
• How does the inclusion of AI on the landing page help improve your efficiency? 

Research Synthesis

How I Leveraged Approved AI Tools to Reduce Manual Analysis Time

After the generative research (customer interviews), I leveraged Copilot and Dovetail to accelerate research and quickly identify actionable insights. Dovetail organized interviews, identified themes, clustered pain points, and revealed role-specific patterns among learners, trainers, managers, and admins. Copilot enabled faster documentation, clearer synthesis, and efficient generation of research summaries, user stories, and workflow recommendations. These AI tools cut manual analysis time, improved accuracy, and helped turn research into better product decisions and scalable UX solutions.

1. Group into role-based personas
2. Customize for each persona's need
3. One-stop shop (Same dashboard, variant output based on role)
4. Deep dive into current experience and mapping out gaps + implementation
5. AI integration in the later phase (assistive help for users pick up from where they left off)

Customer Engagements | Variants

Because the application allows for customer brand customization, we conducted a working session where we asked clients to show us their screens and walk us through the landing dashboard. The goal is to capture all pain points and devise a coherent solution that allows customers to show/hide the widgets as needed.

Current Experience

Customers perceive ComplianceWire as not a one-stop shop because the dashboard functions as a static landing page rather than an actionable command center. Critical information is fragmented across tabs, forcing users to hunt for answers instead of acting confidently—especially risky in a compliance-critical environment.

AI Design Inspiration

How I Leveraged FigmaMake To Brainstorm Dashboard Ideas

I leveraged Figma Make during early ideation of the ComplianceWire dashboard to rapidly brainstorm layout concepts and explore inspiration informed by research findings and user pain points. It helped speed up idea generation and quickly visualize potential directions. These AI-generated concepts were used solely for inspiration; all final UX strategy, workflows, wireframes, and polished designs were developed and refined manually in Figma.

Design | Phase 1 - Learner's View

How might we take what we have today, iterate on it, and leverage feedback/customer needs to make the landing page seamless for users to understand where they are in training, compliance, qualification, and any at-risk items? Single source of truth, visibility, and interactivity.

Iterative design process (explained in Figma file above). • Design explorations • Feedback • Iterations

Usability Testing | Feedback

A significant part of ComplianceWire's redesign/reimagining is focused on risk, customer retention, enablement, and conversions. Because of this, we decided to re-engage the same customer groups that we had run the generative research with. The goal is to involve them at an early stage and to gather their reactions and feedback on the new design explorations.

Tool: MS Teams | Copilot | Dovetail

Design Iteration

• Interim solution for turning widgets on/off: leverage customer data and create 4 templates that mimic unique behaviors, then allow customers to select a template that fits their needs
• The filters added to the assigned classes are not feasible from the engineering standpoint, per the project timeline. Revert to the original calendar widget for now

Dev Handoff

The Learner Dashboard mockup is finalized and ready for development. It includes key learner widgets: Announcements, Assigned Classes (calendar), progress cards (Curriculum Status, Incomplete Assessments, On-Time Completion), Pending Tasks, To-Do Items, Quick Links, and Featured Courses.
All cards follow the defined UI specs (16px padding, 8px radius, standard shadow). Component states, icons, empty states, and progress indicators are annotated in Figma. Dev Mode contains inspect-ready specs and spacing guidance.
I’ve also scheduled weekly check-ins with the dev team to proactively address design-to-development inconsistencies and provide ongoing implementation support.

Conclusion

Wins

• Shifted the redesign from surface-level UI updates to workflow-driven product strategy
• Improved visibility of training status, overdue items, and critical actions to support proactive task management
• Strengthened design-to-development execution through structured handoffs and weekly alignment check-ins
• Increased customer retention by addressing the “not a one-stop shop” gap and improving overall usability
• Improved prospect conversion by modernizing the experience and strengthening product positioning in sales demos
• Reduced support dependency by clarifying navigation, reporting visibility, and system workflows
• Positioned the platform for expansion into a centralized Compliance Insights Hub, increasing long-term product value

Challenges

• Navigating legacy system architecture and compliance-heavy constraints that limited design flexibility
• Overcoming the perception that ComplianceWire was not a centralized, “one-stop shop.”
• Aligning cross-functional stakeholders with competing priorities and timelines
• Managing change adoption for long-time users accustomed to legacy workflows
• Ensuring scalability while modernizing the interface to remain competitive in demos and sales cycles
• Working within engineering constraints, including technical debt, backend limitations, and release bandwidth

Next Steps

• Leverage the same framework for the admin and manager dashboards
• Formalize scalable design patterns into a governance-backed design system to accelerate future releases
• Leverage AI-driven reminders to prompt learners to resume training from where they left off, improving completion rates
• Use behavioral data to drive continuous, metrics-based iteration cycles