Redesigning the visitor and access experience for an enterprise physical identity & access management (PIAM) platform — turning a complex, high-stakes workflow into something people can complete without training.
The work, at a glance
The problem
CloudGate manages physical identity and access for large organizations — a domain where getting the flow wrong has real security and compliance consequences. The platform did a lot, but key workflows (like checking in a visitor or granting access) were dense and hard to move through, especially for non-technical front-desk and security staff.
The challenge: simplify high-stakes flows without removing the control enterprise admins depend on.
Constraints: existing platform and tech, enterprise security/compliance requirements, multiple user types, close collaboration with product and engineering.
Success looked like: people completing critical tasks faster and with fewer errors — and a consistent UI the team could scale.
The process
Ran user research and usability testing with the people who actually use CloudGate day to day. Mapped where they hesitated, backtracked, or made mistakes — the insight that focused the whole redesign: the hardest moments were dense, high-stakes screens where one wrong choice carried real consequences, so clarity mattered more than cramming in options.
Reworked the core flows to reduce steps and surface the right information at the right moment, then pressure-tested them as wireframes with product and engineering to keep them buildable.
Designed a clean, high-clarity interface and pulled the patterns into a reusable design system, so the product stays consistent as it grows and the team ships faster.
Validated the redesign with users, iterated on what tripped them up, and worked with engineering through implementation with developer-ready specs.
Selected screens
Reflection
Taking a genuinely complex, high-stakes product and making its hardest moments feel simple — without stripping away the control enterprise users need. It's the kind of problem I most enjoy: real constraints, real users, real consequences.
Enterprise SaaS and dense workflows are exactly what I like to untangle. Tell me about yours.