Project Overview- A legal office managing immigration cases required staff to file Freedom of Information Act requests across three federal agencies, USCIS, ICE, and CBP. The existing process documentation was nine pages of dense typed instructions, creating unnecessary complexity for a repeatable, learnable task.

Design Problem- Length and density weren't the only issues. The documentation treated three distinct agency workflows as one undifferentiated process, requiring staff to read, interpret, and remember which steps applied to which agency, introducing unnecessary risk of error.

Goal- Reduce cognitive load, eliminate error points, and create a reference document staff could use while doing the task, not one they had to memorize beforehand.