The right options
at the right moment

Approach

Before opening any frames, I worked across Confluence and the existing Figma files, mapping approved requirements against current flows and the design system already in progress to build a clear picture of what existed, what was missing, and where the experience could be improved.

I focused on three areas where I saw the most opportunity:

• Visibility: Making member status effortlessly visible, rather than requiring navigation to find it.
• Contextual relevance: Surfacing actions based on a member's current lifecycle state, so administrators would only see what was actually available to them at that moment.
• Role clarity: Identifying where the experience needed to differentiate between member types while taking every opportunity to reduce noise without losing necessary functionality.

From there, every proposal followed the same logic: the right information and the right options, at the right moment.

Solution

Statuses were already part of individual profiles, expressed through an existing color system. Carrying that same indicator into the directory cards could feel as a natural extension: administrators could scan membership status across the entire office at a glance, without opening individual profiles. Consistent, low-effort, and already within the established design language.

As member lifecycle requirements came in, the profile needed to support an expanding set of actions: activating, terminating, rehiring, updating credentials. Each one was proposed and integrated with the same principle in mind: options should reflect the member's current state available actions, not sit as permanent fixtures regardless of context. When termination was in scope, a rehire action was built alongside it, when password update feature was introduced, it was positioned within its own range of action on an active account. The result was a profile that stayed readable and purposeful as its functionality grew.

When termination information needed a home in the profile, the initial direction was to add it as a new tab under the Additional Info card at the bottom. That placement would have made it easy to miss, but since an administrator opening a terminated member's profile needs that context immediately, not after scrolling past the rest of the layout, I proposed to surface it as a distinct block at the top of the profile, styled to signal a special member state and its most relevant information. The approach met some technical resistance, as loading that block added a brief jump in the page load compared to a standard profile, but the case for visibility as priority held.

The same logic extended across the system, where agent and staff profiles were adapted to reflect their different requirements, keeping each view purposeful without fragmenting the overall experience.

Outcome

The project wrapped with a member management experience that held together across lifecycle stages, role types, and an expanding set of actions. Built incrementally over several months while maintaining a consistent internal logic. Every decision pointed in the same direction: clarity and access.

The product was heading to launch at the close of this project. The real questions that are worth asking: whether the clarity translated to actual efficiency, where administrators still encountered friction, and even further, what the status indicators meant in practice at scale.