Kondesk Mobile

Process — Interviews → IA → wireframes → polish

I led IA and flows on top of the Kondesk CRM concept. To ground decisions, I debriefed with agents and reviewed live cases. The pattern was consistent: request → wait → clear. The app mirrors that: tabs are places (stable wayfinding) and cards are actions on Home that appear just‑in‑time and clear when done (progressive disclosure). CRM events map 1:1 to UI, so the screen always reflects the current ask.

I designed it this way to keep orientation high, cognitive load low, and growth predictable:

• Stable wayfinding: a small set of first-order places; no deep nesting, fewer wrong turns.

• Task-first disclosure: just-in-time actions on Home (recognition > recall) make the next step obvious and reduce errors.

• One-hand ergonomics: pinned anchors and large targets that respect the thumb zone, even with long labels.

• Scalable model: new work starts as cards; only persistent workspaces graduate to a tab—no IA reshuffle.

So,
In Pilot/UAT → fewer document resubmits and fewer “status-check” pings.
First-click tests → three action cards beat five for time-to-first-action and mis-taps.
Nav logs → journeys skew to Home → pinned tabs; overflow discovered with one flick.
Accessibility → 44+ pt targets; solid behaviour in long-label locales.

Dynamic Home (the do-board):

I designed Home as a live to-do board, not a feed. It shows up to three small cards: Upload, Pay, and Join. Each with a clear chip (e.g., Due today) and a service tag (e.g., Study Visa). You tap, do the short flow, and land back on Home (updated); the card clears or changes state. Agents can approve or request fixes, and notifications open the exact card, so you never hunt for the next step.

Bottom tab bar:

I pin Home and the highest-frequency tabs, and let the rail scroll horizontally for the rest. We have more peer destinations than a fixed bar can hold, especially with long labels, so this keeps everything first-order and thumb-reachable without burying screens in a “More” drawer. The rail lists places (Home, Agents, Calendar, Add-ons…), while actions (Docs, Payments, Classes) surface on Home exactly when they’re due.

How the flows evolved (wireframes → usability passes)

Documents became a guided capture: scan, crop, compress, upload—plus clear hints for file type/size/expiry. If the network drops, the Outbox queues and retries. Status is transparent: Submitted → Under review (Agent) → Verified / Needs fix, so the card only returns when action is truly needed.

Payments now happen in context—invoice, pay, receipt—with plain‑language errors and clean Retry / Change method paths. You can pay even if documents are pending; if an agent needs it first, the card is marked “Must pay first.”

Classes are one tap to join (online) or View location (offline). If plans change, the Calendar handles rescheduling in under 30 seconds, taking into account device time zone and conflict checks.

Agents is a utility: call/message with history. Their approvals or fix‑requests directly add/clear the right cards on Home.

Across flows, I designed empty, error, and offline states first, then kept the tone calm, the language plain, and targets large, so the next step is obvious even on a busy day.