Sterling Client Hub
As the primary designer, I led the transformation of Sterling’s B2B SaaS client platform, now serving over 50,000 client accounts. Through collaborative design workshops with product managers, engineers, and stakeholders, I helped define key features and user needs. The redesigned Client Hub Dashboard streamlines decision-making, improves data clarity, and puts essential tools directly in users' hands.
Defining the Problem
The original platform, ScreeningDirect, was outdated both visually and functionally. It suffered from:
-
A cluttered and overwhelming UI, leading to decision paralysis.
-
Feature creep—new requests from individual customers dictated UI changes rather than data-driven user research.
-
Inefficient workflows that slowed down order processing times.
To address these challenges, we conducted user interviews and behavioral research to understand client pain points. A key priority was creating a scalable information architecture that could evolve over time. I led a multi-session design workshop with product managers, engineers, and stakeholders to define essential features and long-term goals.
Finding the Solution
After multiple iterations, Client Hub launched in 2020, delivering a more intuitive, efficient, and scalable experience. Key improvements included:
-
A new Orders Dashboard featuring highly visible navigation and clear hierarchical sections, making it easy for users to locate essential tools.
-
At-a-glance insights with top-level summary tiles, providing a real-time overview of current orders and next steps. These tiles also function as filters, helping users quickly drill down into urgent tasks.
-
A streamlined status system—statuses were audited, consolidated, and renamed for clarity, with new statuses added as needed.
-
Order assignment and filtering, allowing users to assign tasks to specific team members and filter by assignee, making workload management more efficient.
-
An optimized Orders Grid, moving it front and center so users could immediately access orders instead of wasting time searching.
Since launch, Client Hub has continued to evolve with additional features, reinforcing its role as the central hub for managing background checks efficiently.