Modernizing legacy workflows for self-service

Led the information architecture strategy for migrating licensing and account management from legacy systems into a unified admin console, enabling a self-service experience that improved usability and reduced operational overhead.

📈 Outcome

Replaced fragmented legacy workflows with intuitive, cloud-based navigation and content patterns
Reduced reliance on manual support by empowering administrators with clearer, more autonomous workflows
Delivered foundational IA and UX writing that guide users through complex tasks with clarity and confidence

🚧 The problem

Customers faced friction due to fragmented systems: one legacy platform managed cloud account onboarding and license provisioning, while another handled service administration. This split led to limited visibility, inconsistent workflows, and added complexity for IT teams.

Customer challenges

Rigid account structure: No support for multiple environments (e.g., testing, regional) under a single Org ID
License inflexibility: Licenses were pre-assigned at purchase, restricting dynamic allocation
Fragmented data: Multiple IDs per customer led to siloed records and limited asset visibility

Business challenges

Operational inefficiency: Manual intervention required for account creation
Unnecessary costs: Each new account required a separate Org ID
Limited scalability: Procurement and deployment were tightly coupled

Legacy system

🎯 Goal

Design a self-service console that gives customers and administrators greater control over account and license management, streamlining workflows and reducing reliance on manual support.

✍️ Content challenges

Redesign the information architecture of Citrix Cloud to support legacy system workflows
Ensure Org ID–based permissions are clearly structured without disrupting other admin tasks
Understand and document all workflow and business requirements for account creation and license management

💡 My contributions

1. Defined information architecture

Collaborated with Product Design to diagram and evaluate integration paths for legacy systems within the Citrix Cloud information architecture.

Information architecture diagrams

2. Structured navigation hierarchy

Introduced Org ID–based actions in the profile menu, preserving focus and continuity across core admin tasks in the main navigation.

Wrote all navigation and profile menu copy

3. Mapped redirection flows

Created diagrams to visualize how users transition between legacy and cloud systems, then wrote UX content for redirection screens to guide users with clarity and context.

Diagram and redirection examples

4. Authored all UX content

Wrote end-to-end workflows for account setup, license operations, and legacy system redirection including microcopy, error messages, and instructional guidance.

Wrote content across all screens

✨ Summary

This project transformed fragmented legacy workflows into a unified, self-service experience that empowers administrators and scales with customer needs. By leading the information architecture and UX writing, I helped deliver a foundation for clearer navigation, smarter license management, and reduced operational overhead.