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The project began with a thorough design audit grounded in design heuristics. We analyzed the mobile app against the heuristics principles and structured the audit into three main sections — UX, UI, and Visual Design. Each section included its own set of focus areas under which we conducted a detailed evaluation and prepared a comprehensive report outlining key problems and actionable recommendations along with the examples from the other apps how they are following the design heuristics to present the same or similar experience. Since the app was primarily Android-based, we used Material Design 2 guidelines as the foundation for our assessment.

The next step focused on understanding the core purpose of the mobile app and how it fits within the broader business ecosystem. We explored how the app supports frontline workers, connects with other internal applications, and enables users to complete key tasks and actions. To gain a complete picture of its functionality, we mapped user goals, workflows, description flow, and app-specific terminology. The client also shared valuable context on why this transformation was necessary and what outcomes they aimed to achieve.

To accomplish this, we structured a multi-stage product discovery and walkthrough process, documenting our findings in FigJam and validating our understanding collaboratively with the client team. The app had recently introduced modern workflows while retaining legacy ones to support existing users — a decision that created confusion and added unnecessary complexity. Our goal in this phase was to understand how these overlapping workflows affected the overall user experience and to identify clear pain points and opportunities for improvement.

Once the first round of discovery calls was completed, we began documenting user stories categorized under Epics, Features (Tasks), and User Stories, along with detailed comments to ensure nothing from our discovery sessions was missed and that every aspect reflected our mutual understanding. These stories were refined through our thrice-weekly alignment sessions, helping us validate details and maintain consistency before moving to the next stage.

As the design process evolved, we kept updating and expanding these user stories to capture new insights and decisions. Since the client didn’t have any internal documentation or system to manage their user stories, this exercise provided them with a concrete, structured, and ready-to-develop feature set. We also continued to run interim discovery sessions throughout the process to help the team clarify queries, validate assumptions, and gain a deeper understanding of the product.