Helping stakeholders increase performance output with design thinking
TIME 3 Months
TEAM Product Manager
Data Scientist
Developer
TOOLS Figma
Clickup
01. CONTEXT
Built by data scientists, the tool was powerful, but hard to use
The School Price Calculator (SPC) helps governments and procurement officers estimate the cost of connecting schools to the internet. It lacked a user experience layer and often created more confusion than clarity. couldn’t complete key workflows like building reports, adjusting filters, or interpreting the visual map output. They faced confusing instructions, inconsistent inputs, and an opaque system that delivered errors without context. This led to incorrect estimations, lost time, and reduced adoption among government officials.
02. CHALLENGE
The core problem wasn’t just poor usability, it was lost trust.
Users couldn’t complete key workflows like building reports, adjusting filters, or interpreting the visual map output. They faced confusing instructions, inconsistent inputs, and an opaque system that delivered errors without context. This led to incorrect estimations, lost time, and reduced adoption among government officials.
As a designer, I saw this as more than a UX challenge. It was a story problem: we needed to reshape the tool’s narrative — from a chaotic data dump to a trusted decision-making companion.
03. PROCESS
Approaching the problem with design thinking methodology
I approached this project the same way I approach most complex systems — by zooming out first, then moving in.
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Auditing the product to spot usability gaps and inconsistencies
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Talking directly to internal users to hear their challenges
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Mapping out their journey to find where things broke down
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From there, I translated those insights into structured flows, clear design goals, and interface updates that aligned with Giga’s design system and the realities of lean development.
Audit
User Interview
Affinity Mapping
Affinity Mapping
Usability Test
Analysis
Design
04. USER RESEARCH
Understanding both the user’s emotional state and their technical frustrations
I began with a product audit to understand the tool's initial usability issues, such as unclear messaging and inefficient navigation. This gave me an overview of where users were struggling. Next, I conducted user interviews with internal stakeholders, including a finance analyst and a customer engineer. I aimed to understand the user’s emotional state and technical frustrations.
Key findings included:
1. Navigation Confusion: Users struggled to move through settings without a clear flow.
2. Redundant Tasks: The process was clunky with repeated steps.
3. Lack of Feedback: There was little feedback when things went wrong or right.
4. Unclear Language: Instructions were overly technical and inconsistent.
Interface Issues
Can it be a bit more accessible the way the tabs are displayed, et cetera for sure, yeah.
People who use it for the first time in the government might find it tricky, to stage it and then then you have to run again and then to make sure that scenario is captured.
Can't you just save a few scenarios and then have the report printed out? You know, instead of having to do it 1 by 1?
when you run like several scenarios and having to retype that every time is a bit cumbersome.
Usability Goals
Can it be a bit more accessible the way the tabs are displayed, et cetera for sure, yeah.
essentially what it's is about is it's it allows you to run different scenarios using for the same country
may be a case where the country really doesn't have any preference whatsoever, just wants to know approximately.
If there's still schools that cannot be connected with cellular moves to satellite, etc. So in these priorities you can mix up.
05. SYNTHESIS
Identifying three design areas to improve the user experience:
Simplify Navigation
Clearer Messaging
UI Consistency
I reorganized the settings and components to make the flow more intuitive, reducing unnecessary steps and confusion. The goal was to make the process feel seamless and easy to follow.
I worked to replace technical jargon with simpler, more consistent language. I also added helpful tooltips and loading indicators to provide better feedback during interactions, so users would know what to expect.
I updated the design system to ensure a more cohesive experience. By using consistent typography, color schemes, and button styles, the tool felt more polished and professional, aligned with Giga’s overall branding.
These changes were aimed at reducing cognitive overload and making the tool more efficient and user-friendly, while also ensuring it was easy to maintain in the future.
06. DESIGN
Designing a unified experience and aligning a design system
I began by sketching concepts based on insights from user research, then validated the proposed navigation flows with data scientists to ensure technical feasibility. Finally, I applied the IBM Carbon Design System to maintain visual and functional consistency across existing Giga tools.
Building clarity into every step
This concept showcases a color palette and component set aligned with the IBM Carbon Design System. Beginning with the sign-in page, users are guided through a step-by-step journey to build a data report. The goal is to generate a final report that can be easily shared with both internal and external stakeholders. The design responds directly to user feedback by offering clear, in-context instructions, visible choices, and simplifying multi-step actions. On the final screen—the report builder—users can view applied filters, report details, and data statistics, with the option to export their results.
Reduce friction and ensure confidence in the final output
The report builder gives users full visibility into their reporting process. With clearly labeled filters, customizable report parameters, and real-time data insights, users can tailor outputs to meet both internal and external needs. The interface supports quick reviews, revisions, and exports—making it easy to collaborate across teams or prepare reports for stakeholders.
07. RESULTS
Results: Streamlined, seamless, and user-approved
The redesigned tool significantly improved usability and internal adoption. Data scientists reported faster report generation times and greater confidence in data accuracy. Usability testing showed a 40% reduction in task completion time, with users praising the clear navigation and contextual guidance. By aligning the interface with the IBM Carbon Design System, the tool is now fully integrated with the Giga ecosystem — making it easier to maintain and scale across country teams. Most importantly, users now feel empowered to share reports across departments without needing additional support.