Research & Discovery

I started with a content audit of the existing portal and conversations with bid teams and internal KPH users.

The feedback was consistent.
People struggled to find content, internal tools were hard to access, and the platform lacked a clear structure.

I mapped key user intents, friction points, and gaps between what users expected and what they actually found. That became the foundation for the decisions that followed.

Information Architecture

Based on these insights, we aligned on a few key structural shifts.

The biggest was separating external and internal journeys.

External users needed a clear way to raise requests and find content.
Internal teams needed direct access to tools like request tracking, reports, and content management.

Instead of forcing both into one system, we split them:

• Lighthouse for external stakeholders

• Cirrus for internal utilities

We also:

• Moved Request Assistance from a header link to a primary action

• Reworked navigation around how users search, not how content was organised internally

• Applied Carbon Design System consistently across surfaces

Wireframing & Prototyping

I started with low-fidelity layouts to define structure and hierarchy.

The Request Assistance flow was simplified from a cluttered multi-column form into a clearer two-column experience.

We added a “How it works” section to set expectations before submission, so users understood what would happen next.

Usability Testing & Iteration

Post-launch, we ran usability sessions with real users.

Based on feedback, we refined navigation labels, improved CTA visibility, and adjusted content hierarchy.

The platform is still evolving, with changes driven by actual usage patterns rather than assumptions.

Visual Design

All screens were designed using the IBM Carbon Design System.

Components like tiles, tables, forms, and notifications were used consistently across all the pages.

This ensured consistency and made developer handoff smoother.