Overview

I led the UX/UI design and front-end development of a custom client portal for a document retrieval service used by legal and insurance professionals. The platform manages thousands of subpoena and record requests, making usability, clarity, and performance critical for success.

Services

UX Design, UI Design, Information Design, Prototyping, Front-End Development

Tools

Figma, HTML, CSS, Boostrap, Javascript, jQuery

The Challenge

Professional Document Services is a U.S.-based company that facilitates legal and insurance document retrieval through subpoena services. Their internal platform handled thousands of record requests, but their client-facing portal was outdated, difficult to navigate, and not mobile-optimized. Users frequently submitted incomplete forms, got lost in multi-step flows, or required support for basic tasks.

The goal was to redesign the platform to improve clarity, trust, and ease-of-use while supporting high-volume legal users across a wide range of case types.

Features

Custom Order Creation Flow
A guided 3-step form that breaks down the subpoena creation process into clear, manageable inputs: Order Info, Case Info, and Record Request. Inline validation and clear progress indicators reduce user error and frustration.

Work Order Dashboard
A searchable, filterable dashboard that allows users to track the status of all records associated with a case — including dynamic statuses like “In Progress,” “Ready for Invoice,” and “Complete.”

Case Management Views
Designed for users managing high-volume caseloads. Users can drill into case history, download completed records, and quickly identify action items using color-coded status chips.

Mobile Optimization
The portal adapts seamlessly to smaller screens. I redesigned table structures and interactions to support tap-friendly navigation and condensed views for attorneys on the go.

Support Center and Contact Form
Added a dedicated contact page and contextual support messaging throughout the portal to reduce friction and cut down on support tickets.

Results

With the redesigned portal, users would likely experience a smoother and more intuitive subpoena request process. A clear multi-step flow, improved form validation, and contextual guidance could help reduce common errors and incomplete submissions. The new dashboard design supports more efficient management of active orders, especially for users handling large caseloads. By introducing scalable UI components, mobile optimization, and self-serve support tools, the platform is better positioned to meet user needs, reduce support dependency, and evolve alongside future product demands.