Product Design • Web & Mobile • Non-Profit Client Work
Patriots and Paws
Leading the design team, I helped transform how Patriots & Paws manages Veteran Service Requests by designing a unified web application that digitized Patriots & Paws’ entire request and grant workflow, reducing processing time by 80% and increasing accuracy to 95%.
To understand why this project mattered, I first looked at the core issues holding the workflow back.
Problem
Veterans’ requests get lost in paperwork and slow grant tracking
Before the redesign, veterans submitted furnishing requests through PDF forms. Staff then manually typed the data into Google Sheets and referenced multiple spreadsheets to track requests, manage inventory, and create grant reports.
This created a system that was:
Slow — processing requests took hours or days
Error-prone — manual re-entry led to missing or inconsistent data
Difficult to track — staff struggled to maintain accurate records for grants
Unsustainable — the workflow could not scale as demand grew
These issues directly delayed assistance to veterans and complicated a grant process essential to PAP’s funding.
These challenges highlighted the need for a streamlined, digital solution that could improve efficiency for both veterans and staff.
SOLUTION
A unified digital platform for veterans, staff, and admins
To modernize operations, I led the design of a web application that digitizes the entire lifecycle of a Veteran Service Request:
Veteran Portal
A simplified online form where veterans submit furnishing requests in minutes — no appointments or manual paperwork needed.
Staff Portal
A workspace to review requests, approve items, track statuses, and generate grant reporting with significantly reduced errors.
Admin Interface
Tools for managing staff roles, permissions, and inventory to ensure secure, accurate operations across the organization.
Each part of the solution came from deliberate design choices rooted in user pain points and system constraints.
Key Design Decisions Embedded in the Solution
These design decisions were central to improving workflows, accuracy, and scalability.
Digitized Paper Forms & Automated Workflows
I replaced PDFs and spreadsheets with structured digital forms and automated flows, cutting processing time by up to 80%.
Simplified Veteran Request Submission Flow
I removed unnecessary steps — including a redundant landing page — and streamlined the VSR form so veterans could complete it quickly and confidently.
Constrained Staff Input Fields for Accuracy
I replaced free-text fields with predefined options to ensure consistent data and speed up staff review and grant reporting.
Old free-text field
Increased risk of user error due to manual entry
New dropdown field for "Zip Code or County"
Standardized inputs reduced user errors
Faster review + accurate grant reporting
Secured Admin Panel & Staff Permissions
I designed clear role-based permissions so sensitive data stays protected and staff management becomes easier and more scalable.
Admin Profile Page
Enhanced data security
Reducing unauthorized access
Scalable staff management
By digitizing these processes, we not only simplified workflows but also created a measurable impact for veterans and staff.
Impact
Impact & Results
80% Faster Processing
Streamlined digital workflows cut the time from request submission to approval from hours to minutes, replacing slow manual paper processes.
95% Data Accuracy
Digitized forms and structured fields reduced errors and omissions, ensuring nearly all veteran requests are captured accurately.
20% More Veterans Served
By monitoring the number of veterans served and the variety of items provided
30% Improved Grant Readiness
Organized and complete records accelerated reporting and increased grant application success rates.
100% Staff Adoption
Intuitive design and quick training enabled every team member to adopt the platform without error.
The outcomes highlighted what worked well and revealed clear opportunities to refine and scale the system further.
Reflection
Now that the platform is fully launched and integrated into the Patriots & Paws website, I focused on what I learned and how the product can continue to evolve.
What Leading the Design Team Taught Me
Leading the design team taught me how to align cross-functional decisions quickly and communicate clearly with PM, engineering, and stakeholders. I also experienced the satisfaction of seeing real users benefit from our work.
Opportunities for Improvement
Add lightweight onboarding and optimize for low-connectivity environments to support veterans and volunteers with limited tech access.
Next Steps & Growth
Integrate analytics and expand permission roles to support future growth and automate recurring grant reports.
I feel grateful to have had amazing team members throughout the entire design project. ♡
PROCESS
So, how did I get there?
Research
Understanding the Problem
We interviewed our client, Penny, the administrator of PAP. Additionally, we surveyed veterans and staff members of PAP.
Stakeholders
Veterans
who submit VSRs for free furnishings
Staff Members
who work at PAP and manage the data
Admin
who oversees all the process
Client Interview
To understand what our client needs and the problems they face, and to begin drafting our minimum viable product feature list, we interviewed our client, who is also the administrator of PAP.
Pain Points
Manual collection and input of VSRs is time-consuming and error-prone.
Adjustments to veterans' needs lists are handwritten and then transferred to digital records, complicating accuracy.
Sorting through large spreadsheets for VSRs and statistics is challenging.
VSR statuses determined from email correspondences can lead to confusion and missed requests.
Stakeholder wanted...
... digitalization of the Veteran Service Request submissions
... a staff & admin portal to manage the database of VSR forms
Quantitative Research
We created 2 surveys: one survey for staff members (2 responses) and another for veterans, their families, social workers, etc. (24 responses)
13 out of 24
found the process of submitting the Veteran Services Request Form via email and scheduling an appointment
EASY
No, they are phenomenal! - Veteran A
Good communication when it comes to appointments. - Veteran B
Always have found what I need, very happy with their service. - Veteran C
Given that our veteran stakeholders already perceive the process as relatively straightforward, we tried to keep the veteran flow as simple as possible and focused more on the staff flow who is our main stakeholder.
Problem Statement
How might we improve the efficiency of the Patriots and Paws system to streamline the submission of forms for veterans and facilitate easier data management for staff, thereby expediting assistance for veterans?
Solution ideation
Mindmapping
So what are our possible solutions?
We collaborated with our clients to brainstorm potential solutions for addressing our problem area, utilizing mind mapping to explore two potential options: a mobile app and a web-based application.
Mobile App
On the go access after download
Push notifications
Offline functionality
Only on mobile devices
Limited compatibility with certain mobile devices
Development is time-consuming
vs
Web App
Easy maintenance and data management
No installation required
Wide accessibility
No data storage limitations
Centralized updates
Cross-platform compatibility (e.g. Windows)
Require internet connection
After careful consideration of the benefits and drawbacks, prioritizing the needs of our stakeholders, we chose the web application due to broader accessibility across various devices and easier maintenance compared to a mobile app.
Creating user flows to visualize the features
With the client's requested features and our research insights in mind, we created user flows to visualize the experience for both stakeholders.
Veteran Flow
A simplified flow for veterans to easily submit their veteran service request forms.
Veteran Flow
Staff Flow
A customized flow for staff members, enabling efficient request approvals and data compilation for grant applications.
Staff Flow
Admin-Exclusive Profile Page Flow
A customized flow for staff members, enabling efficient request approvals and data compilation for grant applications.
Admin-Exclusive Features on Profile Page
Responsive web design
Desktop, Tablet & Mobile
Our primary stakeholders, the staff members, expressed the need for tablet compatibility to facilitate on-the-spot VSR form submissions by veterans. So, I ensured that the web application was responsive across tablet and mobile screens to enable seamless access and form filling without prior appointments.
VSR form submission page on Tablet Screen
(W = 834 px)
VSR form submission page on Mobile Screen
(W = 390 px)
Final deliverables
Data Visualization Pages
Submit VSR form digitally
Eliminates manual form filling and scanning
Reduces paperwork and processing time
Enables on-the-spot submission without appointments
Filter, search, sort and export VSRs
Enhances data analysis and reporting
Improves workflow efficiency and decision-making
Enhanced Filtering Boosts Grant Opportunities
Seamless VSR approval and editing
Simplifies VSR approval and editing for staff
Enhances communication and collaboration
Increases efficiency in form processing
VSR template customization
Manage the website
Edit and add Tableau data visualizations
Staff Account Management
Secure access control and user management
Strict access controls for staff permissions
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