Compounding the problem was complexity. Different submitter types had different requirements. The existing PDF forms presented all of this information to everyone regardless of relevance, overwhelming users and creating confusion. File naming conventions were also routinely ignored, making it harder for staff to organize and process what they did receive.

As is common for many teams, the division was deeply entrenched in their existing process and struggled to see it from the user's perspective.

User Stories

• As a licensed engineer, I want a simple document submission process, so that I can minimize administrative overhead and focus my time on technical work.

• As a property owner, I want clear step-by-step guidance during document submission, so that I can complete the process confidently without needing to call for help.

• As a permit coordinator, I want submittal checklists enforced at upload, so that I receive complete, properly labeled document packages and can begin review without chasing applicants.

Process

I began with discovery, meeting with the Engineering team to understand their current process, materials, and pain points. I reviewed their existing forms and documentation, mapping the full submittal journey from the public's perspective.

From there I identified the core product opportunity: conditional logic. Rather than presenting all requirements to all users, a smart digital form would show only fields relevant to that specific submitter's situation. This would reduce incomplete submissions, eliminate confusion, and enforce file naming conventions through structured upload fields.

I developed a prototype and presented it to the Engineering team, walking them through the user journey. Crucially, I helped them shift their perspective from subject matter experts to users encountering this information for the first time. 

This reframe was the most important product work of the project. The team had been unconsciously designing for people who already understood the system.

After receiving feedback from the team, and actual users, iterative improvements were made and we moved to launch.

Outcome

• 57% reduction in incomplete engineering submittals

• Eliminated deliberate incomplete submissions as a stalling tactic

• Solution adopted organization-wide across all Engineering division forms

• Stakeholder team went from skeptical to advocates — "glad they trusted me" was the direct feedback