User management Ubank

SaaS user management platform

I led the end-to-end design of a comprehensive childcare management platform—encompassing billing, payment automation, staff scheduling, and parent communication tools—to simplify administration and enhance engagement across the childcare ecosystem.

High-fidelity designs

Understanding Educator and Parent Pain Points

My journey began with extensive research—conducting interviews, logging customer support feedback, creating surveys, and journey mapping—to uncover the key frustrations faced by childcare staff and families. Educators reported spending excessive time on manual administration, while parents expressed a need for real-time visibility into their child’s learning, attendance, and billing. These insights revealed a shared goal: creating a connected, transparent ecosystem for everyone involved in childcare.

Designing a Seamless, Connected Experience

With these findings, our design team developed the OWNA Childcare Platform—an intuitive, user-centred solution that unifies communication, billing, documentation, and learning updates in one place. The platform empowers educators to efficiently manage daily operations, while parents can effortlessly track their child’s progress, receive updates, and handle payments with ease. By combining thoughtful UX design and powerful functionality, OWNA transforms childcare management into a smooth, engaging, and stress-free experience for all.

Discovery

Problem definition

I facilitated a series of discovery workshops to uncover user needs and pain points, which helped define the core problem statement, followed by collaborative ideation sessions where the team sketched and explored potential solution concepts.

Case study PDF

A case study of the UX end-to-end process for UBank home loans including user testing from Inception to high fidelity design

Discovery

How might we

I created “How might we” to reframe user problems into open, solution-focused questions that inspire creative ideas and guide ideation.

User research and requirements

I engaged directly with end users through research interviews and usability sessions, while collaborating closely with stakeholders, subject matter experts, and business analysts to gather diverse perspectives, clarify objectives, and translate complex business and technical requirements into meaningful user journeys and design solutions — ensuring the OWNA Child Care Centre platform addressed real user needs while aligning with organisational priorities and operational workflows.

Evaluate the current design

I conducted a comprehensive heuristic evaluation of the OWNA Child Care Admin Portal by systematically assessing its interface against established usability principles—such as consistency, visibility of system status, error prevention, and user control—to identify friction points, accessibility gaps, and areas where navigation, labelling, and visual hierarchy could be improved to better support educators in managing enrolments, invoicing, parent communications, and daily administrative tasks with greater efficiency and confidence.

Analytics

Leveraged a range of analytics tools—including user behaviour tracking, heatmaps, and funnel analysis—to understand the current state of the experience, identify pain points and drop-off moments, and establish quantifiable success metrics to measure the impact of design improvements and overall product performance over time.

Lo fi designs for definition and shaping

As part of the shaping design phase, I created low-fidelity wireframes to rapidly visualise and explore key user flows, focusing on structure, layout, and task hierarchy rather than visual detail, allowing stakeholders and cross-functional teams to align on core functionality early, validate user needs, and iterate quickly on the overall experience before progressing to high-fidelity designs for the OWNA Child Care Centre portal.

Usability testing

Planned, prepared, and facilitated usability testing sessions using mid-fidelity prototypes to validate design concepts and user flows. Responsibilities included recruiting participants, creating realistic user scenarios and test scripts, observing and analysing user interactions, and synthesising findings into actionable insights. These insights informed iterations to the high-fidelity designs, ensuring the final product was intuitive, accessible, and aligned with user needs.

Elaborate to Hi fi designs and prototype

Building on the initial low-fidelity wireframes, I progressively refined the designs into high-fidelity, clickable prototype visually polished screens in Figma — incorporating the OWNA brand style guide, component library, and interaction patterns — to accurately represent the end-to-end user experience; this culminated in the creation of an interactive high-fidelity prototype used in user testing sessions to validate usability, gather feedback from educators and parents, and ensure the final design met both functional and emotional needs before handover to development.

High fidelity designs, QA and implementation

Refining and Bringing Designs to Life

The journey of creating the Centre Management Portal didn’t stop at mid-fidelity designs. The next critical phase involved refining these designs into high-fidelity interactive prototypes. This stage was all about precision and attention to detail, transforming initial concepts into a polished, user-ready interface.

Collaborating in an Agile/SCRUM Environment

Working as part of an agile/SCRUM delivery team, the process was dynamic and iterative. Collaboration was key. Regular reviews with the technology and engineering teams ensured that every design element was evaluated for technical feasibility and buildability. This collaborative approach was crucial in identifying potential technical challenges early on, allowing us to adjust designs before they reached the development stage.

Creating Pixel-Perfect Designs

With feedback and insights from the engineering team, I meticulously refined the designs, ensuring they were pixel-perfect and ready for development. High-fidelity prototypes were crafted to provide a clear and detailed representation of the final product. These prototypes were not just visually appealing but also interactive, allowing stakeholders to experience the design’s functionality firsthand.

Handing Off to Developers

Once the high-fidelity prototypes were perfected, it was time to hand them off to the developers. But my role didn’t end there. Ensuring a smooth transition from design to development was paramount. I worked closely with the development team, providing detailed design specifications and guidelines to maintain design integrity during the implementation phase.

Supporting Implementation in HTML/CSS

Beyond delivering the designs, I played an active role in assisting developers with the implementation of components in HTML and CSS. This hands-on support involved troubleshooting, refining code, and ensuring that the final product matched the high-fidelity prototypes down to the last detail. By bridging the gap between design and development, we were able to create a seamless and consistent user experience.

Final designs

Bringing the Vision to Reality

This meticulous process of refining designs and collaborating closely with the development team culminated in the successful delivery of the Child Care Centre Management Portal — a comprehensive solution designed to simplify daily operations for educators and enhance engagement for parents.

The result was a robust, user-friendly platform that transformed how centres manage enrolments, invoicing, and communications. Parents gained secure access to their child’s profiles, activity updates, and billing information, while automated notifications and reminders ensured they stayed informed in real time.

Every stage, from mid-fidelity prototypes to final implementation, reflected the value of collaboration and iterative design. By working hand-in-hand with the technology and engineering teams, we ensured the portal was not only technically reliable but also a seamless, intuitive experience that embodies OWNA’s vision to connect centres and families through smart, transparent design.