UX Process: I-Pass Assist

Below is an internal document I created for the Illinois Tollway. I was tasked with improving users' experience with the application for I-PASS Assist, a program that reduces tolls for qualifying applicants. Web design was outsourced to an external team, so the creation of new elements or radical design changes would have been timely and costly. Due to this, I proposed changes purely to the structure of the application, improving user flow and navigability. I gave this presentation to members of the Tollway's Stakeholder Engagement department.