Redesigning an application packet for disaster-affected homeowners arriving at one of the most stressful moments of their lives, so it actually worked for the people who had to use it.

A more usable document system that helped applicants navigate submissions with greater confidence and gave intake staff a structured tool for managing complex interactions at volume.

The content was dense, shaped by legal requirements that couldn't be arbitrarily simplified. So instead of simplifying, I restructured — separating what applicants needed to know from what they needed to do, and sequencing both in the order a real person would encounter them. The review templates came from understanding the intake staff's problem, not just the applicant's: high-volume interactions where incomplete submissions were slowing everything down for everyone. The design created clear visual hierarchy without oversimplifying what legally had to be there.