Modernizing enterprise document management for a major transit authority

Overview

We transformed a major transit authority's enterprise document management platform into a modern, scalable experience that simplified complex workflows, improved usability, and established a foundation for long-term product growth.

Business impact

A comprehensive modernization replaced fragmented workflows with a cohesive, role-based experience, enabling the platform to scale from a limited pilot to organization-wide adoption while improving efficiency across everyday document management. Today, over 700 transit authority employee users rely on this enterprise document management system (EDMS) to manage documentation for mission-critical workflows.

• 700+ active users onboarded
• Unified enterprise design system
• Scalable foundation for future product growth

Problem

The platform supported critical operational processes but was designed around technical implementation and the needs of an early user base. As it expanded, three constraints shaped the work:

Solution

We led a complete UX modernization, establishing the platform's first unified design system while redesigning core document management, administrative, and approval workflows.

1. 01 Guided multi-step configuration replaced dense single-page forms.
2. 02 Role-based navigation surfaces only the functionality each user needs.
3. 03 A reorganized information architecture for documents and records.
4. 04 Streamlined review and approval end-to-end task management.

Result

Following the refresh, the platform expanded from a limited pilot to organization-wide adoption — the first opportunity to validate the redesigned experience at scale. Simplified workflows, a clearer information architecture, and guided task flows made everyday document management more intuitive for administrators and end users alike, while the new design system lets future features ship efficiently without fracturing the experience.