Swara
MYP system improvement
Time Line: February - April 2026 (12weeks)
Role: UX Designer / UX researcher
Background
Since completing my grad certificate in UX design, I've been building out my portfolio. I decided to start with a case study from my current workplace — Swara, a not-for-profit disability support provider that uses the MYP system to manage employees and clients.
The system looks simple on the surface, but it's more complex than it appears. Colleagues regularly mentioned how difficult it was to use, which made it the perfect starting point.
Overview
The goal of this project was to identify the usability issues impacting staff most in their day-to-day work, and determine which problems to prioritise for improvement. A better system means staff can deliver higher quality care — and when the standard of service goes up, so does Swara's ability to attract and retain more clients, which supports the growth of the organisation.
Research & Discovery
During the initial research phase, I gathered insights from two key user groups — 4 office administrators and 4 ground workers, 8 participants in total. Finding time during work hours was tricky, so a UX questionnaire was the best approach, allowing everyone to respond in their own time.
On top of that, one of my admin colleagues gathered the rest of the admin team for a quick brainstorm, where they listed out their everyday pain points with the MYP system and passed the findings back to me — which added useful context to the questionnaire results.
Research shows
75% of respondents found the system difficult or neutral to use, and 87% use it every single day — meaning these frustrations are not occasional, they are a daily reality.
Frustration of using MYP
I used an affinity map to organise the findings and identify 4 key problem areas within the MYP system.
Interface & design
Scheduling
Data & recording
System performance
Defining the Problem
Ground workers are unable to do their jobs efficiently because the MYP system is slow, hard to navigate, and requires too many steps — especially for staff who need to submit multiple case notes in a single day, sometimes up to 5 or 6.
The data backs this up — 75% of respondents reported difficulty finding information, making it the single most common data issue across the entire team.
The ground worker side of the system is more focused than the admin side — making it the right starting point.
Office admin issues and system performance problems are more complex and will be treated as a dedicated priority in a later phase.
The Steps a Ground Worker Takes to Complete a Daily Case Note
This diagram maps the steps a ground worker takes to submit a single case note every day — revealing multiple pain points where staff are likely to get lost, time out, or give up before completing the task.
Improvement Concepts
The concepts below were developed directly from the pain points reported by ground workers during the research phase.
Reduce the number of clicks needed to reach the case note section
Add a clear menu shortcut so case notes are accessible from anywhere in the system
Add client profile photos to help staff quickly identify the right client
Introduce speech-to-text functionality for faster and easier note taking
Auto-save case notes to prevent data loss from unexpected logouts
Increase text size across the system for better readability
Simplify each page by reducing unnecessary links and information
Redesign the case note experience specifically for ground workers — simpler, faster, and mobile friendly
Ensure client data is accessible and up to date for the admin team
Impact VS Effort Matrix
To prioritise the design concepts, I plotted each idea against its potential impact and the effort required to implement it. This helped identify which changes would deliver the most value to ground workers in the shortest time.
Prioritising the Changes
Quick Wins — High Impact, Low Effort
-Fix these first
Increase text size
Reduce clicks to case notes
Add menu shortcut to case notes
Simplify each page
Major Projects — High Impact, High Effort
-Plan carefully
Mobile friendly case note redesign
Auto-save case notes
Add client profile photos
Do Later — High Impact, Highest Effort
-Requires more resources
Speech-to-text functionality
Client data accessibility
Why this order?
The Quick Wins are mostly visual and structural changes — they don't require major system rebuilding but would immediately make a noticeable difference to ground workers every day.
The Major Projects need more design and development work, but are still focused on improving the core ground worker experience.
The Do Later items are more complex — speech-to-text requires technical integration, and client data accessibility connects to the wider admin improvements planned for Phase 2.
Wireframes
The current MYP landing page is cluttered with links and information that are not relevant to ground workers' daily tasks. The search bar and menu icon do not lead directly to the case note section, making it difficult to navigate and find what they actually need.
I redesigned the information hierarchy and introduced a single simplified entry point — My Dashboard — which brings together the links ground workers use most in one place. A cleaner menu and accessible search bar make navigation significantly faster and easier.
Once you click My Dashboard, the most frequently used links are brought together in one simple list — fewer clicks, less clutter, and larger text size for better readability and accessibility.
Wireframes Case Note Section
In the current MYP layout, the links ground workers need most are scattered and hard to find. Link titles are also confusing — for example, case notes are listed under 'History', which is not intuitive, and still require an additional click to open.
My Dashboard brings all the essential links together in one visible location, with clearer and more direct labels so ground workers can find what they need immediately.
What the Redesign Addressed
Merged scattered links into a single dashboard for faster access
Renamed confusing link titles to clearer, more direct labels
Increased font size across key screens for better readability
Reduced clutter on each page so staff can navigate directly to what they need without distraction
Minimized the number of clicks needed to reach the case note section
What I learned
This was my first independent case study, and it gave me a valuable insight into how to extract meaningful data from users — and how much that process shapes the direction of the entire project.
Reducing the steps it takes to complete a case note showed that small organisational changes can dramatically improve the everyday experience. You don't always need to rebuild a system from scratch.
This project reinforced that UX design is never truly finished — it's a continuous cycle of feedback and improvement. While I was able to redesign key parts of the system, the next step would be to conduct proper usability testing to validate the changes and uncover anything I may have missed.
What’s Next?
This case study covered Phase 1 — the ground worker experience. Here's what comes next:
Phase 2 will focus on the admin side of the system, addressing more complex issues including document management, shift notifications, and confidentiality risks
Many of the admin problems are tied to deeper technical limitations that will require a dedicated development team to resolve properly
Usability testing will be conducted on the Phase 1 redesign to validate the changes and gather real feedback before moving forward