AZD Back Office System 🏆
Project: AZD Back Office
Goal: Design a seamless back office system for managing the AZD app, optimizing workflows, and enhancing operational efficiency.
Role: UX/UI designer and researcher
Tool Used: Figma
Duration: 2024-2025
Overview
Internal staff needed a more efficient way to manage the AZD app. Previously, they relied on IT to upload files, manually downloaded reports, and checked the real-time app to assist agents facing issues.
Therefore, this back office system was designed to streamline these processes, reducing manual tasks and improving operational efficiency.
Problem Statement
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Staff relied on IT for file uploads, causing delays.
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Reports had to be manually downloaded, slowing decision-making.
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Agents called for assistance, requiring staff to manually check the app in real time.
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The system lacked a centralized, efficient way to manage these tasks.
Solution
A new back-office system was designed to:
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Enable staff to upload and manage files without IT assistance.
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Provide quick and easy report downloads.
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Allow staff to log in on behalf of agents to verify data and troubleshoot issues.
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Improve real-time sales tracking and operational oversight.
UX Process
Understanding User Needs
To kick off the project, I collaborated with the business team to gather key requirements. Since no back-office system previously existed, I focused on understanding internal staff needs through in-depth interviews.
I started by gathering insights from stakeholders and internal staff. Through interviews, I identified their core tasks and pain points, including:
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Frequent need to manage app content (modules).
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Regularly downloading reports for performance tracking.
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Troubleshooting agent issues via real-time login access.
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Managing user roles and permissions for system control.
Structuring Information Architecture
To ensure a logical and efficient flow, I structured the left-side navigation as follows:
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Dashboard
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Module Management
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Media Lounge
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Privilege
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Report
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Staff View
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User Permission
This hierarchy aligns with task frequency and user workflows, ensuring easy access to high-priority functions.
Dashboard
A quick overview of key data and system activity.
Media Lounge
For adding media contents to be appeared on AZD app.
Privilege
For adding privilege contents to be appeared on AZD app.
Report
A dedicated section for generating and downloading reports.
Staff View
Allows internal staff to log in as agents for support and verification.
User Permission
Handles role-based access and system admin management.
Visual Hierarchy & Iconography
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Icons + Text Labels: Help users quickly recognize functions.
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Expand/Collapse Functionality: Keeps the interface clean while providing access to subcategories.
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Highlighting Active Sections: The selected menu item is visually distinct (ex. Dashboard in blue).
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Consistent Spacing & Readability: Designed for clarity, avoiding clutter.
Usability Testing & Refinements
To validate the design, I conducted usability testing with internal staff:
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Task-Based Testing: Participants were given common tasks, such as locating a report, modifying a module, and managing permissions. Their interactions were observed to assess ease of use.
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Navigation Speed Test: Measured how quickly users could find and complete key actions compared to previous manual processes.
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Error Identification: Noted areas where users hesitated, clicked incorrectly, or needed additional clarification. Adjustments were made to improve labels, menu grouping, and button placements.
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Feedback Collection: Conducted post-test interviews to gather qualitative feedback on usability, pain points, and suggestions for improvements.
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Iterations & Refinements: Based on insights, I refined menu labels, adjusted hierarchy, and improved icon selection to enhance clarity and efficiency.
Outcome & Impact
✅ Simplified Navigation – The redesigned menu provides a clear, structured layout, making it easier for staff to find key functions.
✅ Improved Usability – Intuitive labeling, icons, and hierarchy help users complete tasks with fewer clicks and less confusion.
✅ Reduced Manual Effort – Automating processes like file uploads and report downloads minimizes IT dependency and saves time.
✅ Enhanced Workflow Efficiency – Staff can now manage the app, troubleshoot agent issues, and access reports seamlessly within one system.
✅ Scalable for Future Growth – The flexible menu structure allows for additional features without disrupting usability.