CASA
CHALLENGE
How might we help CASA volunteers create accurate, impactful reports more efficiently, enabling stronger child advocacy outcomes?
SOLUTION
Designed MIC, a centralized digital workspace to empower CASA advocates by streamlining time-consuming report-writing and case management workflow
PROJECT OVERVIEW
CASA (Court Appointed Special Advocates) volunteers support 242,000 children in foster care in the US each year.
Yet, over 40% of their time is spent on paperwork, directly reducing advocacy time for children who need it most. They are essential in advocating for the best interests of children in foster care.
Impact created
Reduced report-writing time by up to 50%
Improved volunteer retention rate
More time for child-focused activities
PROBLEM CONTEXT
On average, CASA volunteers spend 30–50% of their time on court reports and case documentation, equivalent to 4–6 hours per case, often repeated monthly
For older volunteers (who make up 55% of CASA’s workforce), this process is especially challenging due to accessibility barriers and digital literacy gaps.
25%
Volunteer Turnover Rate
One in four volunteers leave within the first year, with administrative burden cited as a leading contributor to burnout and disengagement.
120 hours
Lost in administrative tasks
CASA volunteers spend nearly half of their time on court reports and documentation instead of directly supporting children in foster care.
40%
Reduced child interaction time
Volunteers report spending 40% less time in meaningful, in-person advocacy with children than they would prefer due to documentation demands.
THE CHALLENGE
How might we help CASA volunteers create accurate, impactful reports more efficiently, enabling stronger child advocacy outcomes?
THE SOLUTION
MIC is a centralized digital workspace designed to empower CASA volunteers by streamlining time-consuming report-writing and case management workflow
Refined UX copy to reduce cognitive load and support accessibility across academic disciplines.
Redesigned the interface with stronger visual hierarchy and cleaner navigation, enhancing ease of use for both novice and tech-savvy educators.
Introduced a subscription model and freemium pricing strategy designed to drive user adoption while supporting scalable monetization.
50%
Reduction in report writing time
AI-assisted drafting and smart templates cut paperwork effort in half, giving volunteers more time with children.
25%
Decrease in volunteer turnover
Streamlined workflows help reduce burnout, improving volunteer retention and long-term engagement.
2x
Increase in child interaction time
Volunteers can double their face-to-face time with children by minimizing administrative load.
DASHBOARD
Dashboard: Overview
The Dashboard provides volunteers with an overview of key updates, upcoming tasks, and notifications. It helps them stay organized and prioritize what needs attention right when they log in. A built-in tutorial supports easy onboarding and quick refreshers for older volunteers.
Updates since log in
Rapid changes can impact tasks and priorities, making it essential for volunteers to stay updated.
Action items
CASAs have busy schedules, increasing the risk of missing important tasks. This breadcrumb list for accountability helps them add own tasks or see assigned tasks
Page tutorial
Page tutorial if refresher is needed on how to be using the website with helper text.
REPORT WRITING
Report Writing
The current CASA process involves manually sorting through files and documents, making it time-consuming and inefficient to find the right report or case information. The Report Writing screen allows volunteers to draft, edit, and finalize case reports with clear structure and guided prompts. They can easily reference notes, add comments, and collaborate securely in real time. Built-in features reduce repetitive work and ensure accuracy before court submission.
Documents page
Document icons are color coded ,Purple - Reports, Yellow - Notes, Grey- other.
Autofill forms
Standard case specific content (child name, birthday, file number, etc) automatically populated by software. There is also a Reset Template button in case the user wishes to re-enter information.
Collaboration with comments
The Comments tab is where the user can discuss report edits with case managers and supervisors. The managers and supervisors can make edits on the documents itself, which appear similarly to a suggestion on a Google Doc and are highlighted in red.
Files Tab
The Files tab is where the user can view all of their documents under the child’s case. You can copy-paste sentences from these documents into the report, which will appear in purple. Hovering over purple text will tell you which document a sentence came from.
AI Tab
The AI tab is the Note Assistant which is present throughout the platform. Here, you can ask for assistance on recommendations and search case documents for specific information. The current process requires volunteers to manually search for information or clarification while writing reports, leading to delays and frustration.
CASE SUMMARY
Case Summary: Details of each case
The Case Summary screen gives a quick, comprehensive view of the child’s background and key case details. Volunteers can track progress, review flagged updates, and access important documents easily. It helps them prepare confidently for meetings and make informed recommendations.
Notes & Documents Dasboard
Volunteers lack a centralized place to log and access notes and documents, leading to scattered information and difficulty maintaining accurate records. Updating with notes about meetings, travel, etc.
Scrollable List of Related Contacts
For when volunteers need quick access to contacts for timely communication and coordination. Contacts include anyone who may be of importance to the selected child. This may include parents, teachers, or guardians.
Case Timeline
Case Timeline provides a holistic overview of court occurrences. Volunteers struggle to track case progress and access relevant documents quickly
IN APP MESSAGING
In App Messaging: Centralizing communication
This screen centralizes all communication with supervisors and involved parties in one secure place. Volunteers can send, receive, and organize important messages without switching platforms. Built-in security warnings help prevent accidental sharing with unauthorized contacts.
Flagging messages
Volunteers often miss important messages or have difficulty finding them later due to the sheer volume of communication.
Messaging formats in one place
Volunteers often miss important messages or have difficulty finding them later due to the sheer volume of communication. Messaging formats in one place separating SMS and Email.
High Security
This pop up ensures that any “low access” profile isn’t sent messages without a warning. Volunteers sometimes accidentally send messages to profiles with low access, leading to privacy or security issues
NOTE ASSIST AI
Note Assist AI: An assistant
The Note Assist AI screen helps volunteers quickly search, organize, and summarize their notes across cases. It reduces time spent manually sorting through documents and highlights key details for meetings and reports. Volunteers can reflect, brainstorm, and draft recommendations more efficiently with AI support.
RESEARCH
I started the research process by mapping volunteers’ workflows leading a comprehensive mixed methods research strategy to identify root causes behind administrative overload
Recognizing that most CASA volunteers are older adults and work within sensitive legal frameworks, I combined contextual inquiries, semi-structured interviews, and shadowing sessions to capture authentic workflows, accessibility challenges, and unmet needs.
"Court report writing is one of the most stressful activities that we do, gives us more anxiety than actually being with the child."
- CASA Volunteer
"A lot of times we use our personal accounts to talk to parents, some even speak to us through snapchat."
- CASA Volunteer"
"Court report writing is one of the most stressful activities that we do, gives us more anxiety than actually being with the child."
- CASA Volunteer
Participant Breakdown
4
CASA volunteers
2
CASA Supervisors
1
Foster care system advisor
Based on all the data collected through our research we identified 8 key issues
This deep dive revealed critical friction points impacting comprehension, navigation, and task efficiency. By uncovering both quick-win fixes and deeper structural issues, we identified opportunities to improve user trust, drive adoption, and strengthen overall retention and conversion.
Time drain
Volunteers spend up to 50% of their time on paperwork, leading to emotional fatigue and less child interaction.
Collaboration Struggle
Coordinating with professionals and families requires frequent, sometimes difficult, communication.
Information Overload
Managing large amounts of data makes it hard to extract key insights quickly.
Data Issues
Keeping records secure, updated, and logged in Optima is very challenging.
Accessibility barriers
Older volunteers struggle with current digital tools due to small text, dense interfaces, and lack of guidance.
Emotional disconnect
Volunteers feel their purpose of building relationships with children is overshadowed by admin work.
Legal Anxiety
Fear of missing or misreporting case details adds stress, reducing volunteer confidence.
Fragmented Tools
Volunteers often switch between multiple apps, emails, and printed notes, increasing errors and frustration.
ANALYSIS
Using affinity mapping, I organized over 150+ data points from volunteer quotes, observations, and notes into key thematic clusters
Based on all the analysis we did, there were some common insights that were derived
These insights helped us with our design direction.
Based on mapped frustrations and CASA’s priorities, we identified and ranked opportunities. While all pain points were important, we focused first on reducing administrative burden and simplifying reporting
The following were some of the key insights from the analysis of the data collected.
Administrative overload
Volunteers felt “administrative overload” overshadowed their core mission.
Lack of trust in digital tools
There was a lack of trust in digital tools, causing continued reliance on paper notes.
To give emotional support
Volunteers desired more emotional connection and confidence rather than just efficiency.
Simplifying the process
Simplifying compliance was as important as simplifying UI.
From this synthesis, I derived core design principles to guide solution development
Combining insights from interviews, heuristic evaluation, and competitor analysis, we mapped the key friction points across the instructor journey. We identified major breakdowns in early onboarding, high cognitive load during outline creation, and a lack of trust in AI outputs.
Time over tasks
Prioritize solutions that give time back rather than simply digitize existing workflows.
Confidence = clarity
Ensure volunteers feel secure and guided, especially with legal documentation.
One central source
Minimize tool fragmentation and create one trusted system.
Inclusive by default
Design for accessibility as a baseline, not an afterthought.
IDEATION
Through research insights and design principles, we led an ideation phase focused on reimagining the CASA volunteer experience
We generated over 30+ early concept sketches through round robin and crazy 6's activities exploring different approaches, including AI-generated note summaries, voice-assisted documentation, physical-to-digital scanning workflows, and simplified modular forms.
After extensive exploration of divergent ideas, we strategically converged on a set of core concepts that addressed the most critical user and organizational needs.
By evaluating each idea through the lenses of user value, technical feasibility, accessibility, and CASA’s mission impact, we prioritized solutions that balanced immediate volunteer pain relief with long-term sustainability.
• AI note assist: Reduces manual data entry and report formatting.
• Central dashboard: Single source of truth for all cases, deadlines, and reminders.
• Integrated calendar & reminders: Supports better task planning and reduces mental load.
• Secure messaging & accessibility-focused UI: Strengthens trust and inclusivity.
The iterative sketching and evaluation process revealed that a centralized, accessible web app would be the most effective and scalable solution for CASA volunteers.
A web-based platform not only allowed us to integrate AI-powered features seamlessly but also ensured ease of access across devices. This decision laid the foundation for the overall information architecture and interaction flows, summarized in the initial site flow and site map below.
ITERATIONS
To quickly test information architecture, workflows, and key interaction patterns, we began with low-fidelity wireframes and flow sketches
These early explorations allowed us to validate fundamental concepts with CASA volunteers and stakeholders before investing in detailed UI design.
TESTING
We conducted usability testing with 6 CASA volunteers and key stakeholders. Our goal was to evaluate clarity, accessibility, and task success across core workflows before launch.
In a co-creation workshop with a CASA volunteer, we used storyboards to simulate the end-to-end case journey, prompting them at key decision points to uncover pain points and mental models. We also tested our prototype during this session, capturing usability feedback that directly informed refinements to improve clarity, efficiency, and real-world alignment.
• Participants: 6 CASA volunteers (ages 48–70), 1 CASA supervisor, 1 legal advisor.
• Format: Remote moderated sessions using clickable prototypes (Figma), followed by debrief interviews.
• Key tasks tested: AI note assist flow, report generation, navigation across dashboard and case details.
Navigation and wayfinding
Some volunteers struggled to understand the sidebar structure and where to find specific case-related reminders and files.
AI note assist trust gaps
Volunteers expressed hesitancy in relying fully on AI-generated content, fearing it might miss nuanced child information or legal phrasing.
Onboarding overwhelm
Older volunteers mentioned needing a simplified first walkthrough to feel confident using the system independently.
Reduced cognitive load
Volunteers completed draft reports 40% faster, feeling less overwhelmed by paperwork.
Centralized dashboard
Participants appreciated having all child case details, upcoming tasks, and notes in one place.
Positive emotional response
Volunteers felt less anxious about forgetting important details or making legal mistakes
IMPACT
We knew we’d succeeded when volunteers felt less like administrators and more like advocates
because at its core, MIC was about making space for real human connection.
50%
Reduction in report writing time
Simplified workflows and clear nested structures helped instructors set up course outlines significantly faster.
25%
Decrease in volunteer turnover
Streamlined workflows help reduce burnout, improving volunteer retention and long-term engagement.
2x
Increase in child interaction time
Volunteers can double their face-to-face time with children by minimizing administrative load.
REFLECTION
As a UX Designer, I took on a leadership role, guiding a UX team
As team lead, I established design vision and ensured timely stakeholder meetings, facilitated continuous feedback loops, and drove iterative design improvements to achieve an effective final solution. It was very intriguing to be a part of understanding a very intricate and sensitive system for children and make a change for them. I learnt some very interesting UX research methods, like Crazy 6s and Round robin for brainstorming and ideating. I also polished some of my Figma skills on creating a design system and auto layout of components.
Status
Photography
PROJECT OVERVIEW
CASA (Court Appointed Special Advocates) volunteers support 242,000 children in foster care in the US each year.
Yet, over 40% of their time is spent on paperwork, directly reducing advocacy time for children who need it most. They are essential in advocating for the best interests of children in foster care.
Impact created
Reduced report-writing time by up to 50%
Improved volunteer retention rate
More time for child-focused activities
PROBLEM CONTEXT
On average, CASA volunteers spend 30–50% of their time on court reports and case documentation, equivalent to 4–6 hours per case, often repeated monthly
For older volunteers (who make up 55% of CASA’s workforce), this process is especially challenging due to accessibility barriers and digital literacy gaps.
25%
Volunteer Turnover Rate
One in four volunteers leave within the first year, with administrative burden cited as a leading contributor to burnout and disengagement.
120 hours
Lost in administrative tasks
CASA volunteers spend nearly half of their time on court reports and documentation instead of directly supporting children in foster care.
40%
Reduced child interaction time
Volunteers report spending 40% less time in meaningful, in-person advocacy with children than they would prefer due to documentation demands.
THE CHALLENGE
How might we help CASA volunteers create accurate, impactful reports more efficiently, enabling stronger child advocacy outcomes?
THE SOLUTION
MIC is a centralized digital workspace designed to empower CASA volunteers by streamlining time-consuming report-writing and case management workflow
Refined UX copy to reduce cognitive load and support accessibility across academic disciplines.
Redesigned the interface with stronger visual hierarchy and cleaner navigation, enhancing ease of use for both novice and tech-savvy educators.
Introduced a subscription model and freemium pricing strategy designed to drive user adoption while supporting scalable monetization.
50%
Reduction in report writing time
AI-assisted drafting and smart templates cut paperwork effort in half, giving volunteers more time with children.
25%
Decrease in volunteer turnover
Streamlined workflows help reduce burnout, improving volunteer retention and long-term engagement.
2x
Increase in child interaction time
Volunteers can double their face-to-face time with children by minimizing administrative load.
DASHBOARD
Dashboard: Overview
The Dashboard provides volunteers with an overview of key updates, upcoming tasks, and notifications. It helps them stay organized and prioritize what needs attention right when they log in. A built-in tutorial supports easy onboarding and quick refreshers for older volunteers.
Updates since log in
Rapid changes can impact tasks and priorities, making it essential for volunteers to stay updated.
Action items
CASAs have busy schedules, increasing the risk of missing important tasks. This breadcrumb list for accountability helps them add own tasks or see assigned tasks
Page tutorial
Page tutorial if refresher is needed on how to be using the website with helper text.
REPORT WRITING
Report Writing
The current CASA process involves manually sorting through files and documents, making it time-consuming and inefficient to find the right report or case information. The Report Writing screen allows volunteers to draft, edit, and finalize case reports with clear structure and guided prompts. They can easily reference notes, add comments, and collaborate securely in real time. Built-in features reduce repetitive work and ensure accuracy before court submission.
Documents page
Document icons are color coded ,Purple - Reports, Yellow - Notes, Grey- other.
Autofill forms
Standard case specific content (child name, birthday, file number, etc) automatically populated by software. There is also a Reset Template button in case the user wishes to re-enter information.
Collaboration with comments
The Comments tab is where the user can discuss report edits with case managers and supervisors. The managers and supervisors can make edits on the documents itself, which appear similarly to a suggestion on a Google Doc and are highlighted in red.
Files Tab
The Files tab is where the user can view all of their documents under the child’s case. You can copy-paste sentences from these documents into the report, which will appear in purple. Hovering over purple text will tell you which document a sentence came from.
AI Tab
The AI tab is the Note Assistant which is present throughout the platform. Here, you can ask for assistance on recommendations and search case documents for specific information. The current process requires volunteers to manually search for information or clarification while writing reports, leading to delays and frustration.
CASE SUMMARY
Case Summary: Details of each case
The Case Summary screen gives a quick, comprehensive view of the child’s background and key case details. Volunteers can track progress, review flagged updates, and access important documents easily. It helps them prepare confidently for meetings and make informed recommendations.
Notes & Documents Dasboard
Volunteers lack a centralized place to log and access notes and documents, leading to scattered information and difficulty maintaining accurate records. Updating with notes about meetings, travel, etc.
Scrollable List of Related Contacts
For when volunteers need quick access to contacts for timely communication and coordination. Contacts include anyone who may be of importance to the selected child. This may include parents, teachers, or guardians.
Case Timeline
Case Timeline provides a holistic overview of court occurrences. Volunteers struggle to track case progress and access relevant documents quickly
IN APP MESSAGING
In App Messaging: Centralizing communication
This screen centralizes all communication with supervisors and involved parties in one secure place. Volunteers can send, receive, and organize important messages without switching platforms. Built-in security warnings help prevent accidental sharing with unauthorized contacts.
Flagging messages
Volunteers often miss important messages or have difficulty finding them later due to the sheer volume of communication.
Messaging formats in one place
Volunteers often miss important messages or have difficulty finding them later due to the sheer volume of communication. Messaging formats in one place separating SMS and Email.
High Security
This pop up ensures that any “low access” profile isn’t sent messages without a warning. Volunteers sometimes accidentally send messages to profiles with low access, leading to privacy or security issues
NOTE ASSIST AI
Note Assist AI: An assistant
The Note Assist AI screen helps volunteers quickly search, organize, and summarize their notes across cases. It reduces time spent manually sorting through documents and highlights key details for meetings and reports. Volunteers can reflect, brainstorm, and draft recommendations more efficiently with AI support.
RESEARCH
I started the research process by mapping volunteers’ workflows leading a comprehensive mixed methods research strategy to identify root causes behind administrative overload
Recognizing that most CASA volunteers are older adults and work within sensitive legal frameworks, I combined contextual inquiries, semi-structured interviews, and shadowing sessions to capture authentic workflows, accessibility challenges, and unmet needs.
"Court report writing is one of the most stressful activities that we do, gives us more anxiety than actually being with the child."
- CASA Volunteer
"A lot of times we use our personal accounts to talk to parents, some even speak to us through snapchat."
- CASA Volunteer"
"Court report writing is one of the most stressful activities that we do, gives us more anxiety than actually being with the child."
- CASA Volunteer
Participant Breakdown
4
CASA volunteers
2
CASA Supervisors
1
Foster care system advisor
Based on all the data collected through our research we identified 8 key issues
This deep dive revealed critical friction points impacting comprehension, navigation, and task efficiency. By uncovering both quick-win fixes and deeper structural issues, we identified opportunities to improve user trust, drive adoption, and strengthen overall retention and conversion.
Time drain
Volunteers spend up to 50% of their time on paperwork, leading to emotional fatigue and less child interaction.
Collaboration Struggle
Coordinating with professionals and families requires frequent, sometimes difficult, communication.
Information Overload
Managing large amounts of data makes it hard to extract key insights quickly.
Data Issues
Keeping records secure, updated, and logged in Optima is very challenging.
Accessibility barriers
Older volunteers struggle with current digital tools due to small text, dense interfaces, and lack of guidance.
Emotional disconnect
Volunteers feel their purpose of building relationships with children is overshadowed by admin work.
Legal Anxiety
Fear of missing or misreporting case details adds stress, reducing volunteer confidence.
Fragmented Tools
Volunteers often switch between multiple apps, emails, and printed notes, increasing errors and frustration.
ANALYSIS
Using affinity mapping, I organized over 150+ data points from volunteer quotes, observations, and notes into key thematic clusters
Based on all the analysis we did, there were some common insights that were derived
These insights helped us with our design direction.
Based on mapped frustrations and CASA’s priorities, we identified and ranked opportunities. While all pain points were important, we focused first on reducing administrative burden and simplifying reporting
The following were some of the key insights from the analysis of the data collected.
Administrative overload
Volunteers felt “administrative overload” overshadowed their core mission.
Lack of trust in digital tools
There was a lack of trust in digital tools, causing continued reliance on paper notes.
To give emotional support
Volunteers desired more emotional connection and confidence rather than just efficiency.
Simplifying the process
Simplifying compliance was as important as simplifying UI.
From this synthesis, I derived core design principles to guide solution development
Combining insights from interviews, heuristic evaluation, and competitor analysis, we mapped the key friction points across the instructor journey. We identified major breakdowns in early onboarding, high cognitive load during outline creation, and a lack of trust in AI outputs.
Time over tasks
Prioritize solutions that give time back rather than simply digitize existing workflows.
Confidence = clarity
Ensure volunteers feel secure and guided, especially with legal documentation.
One central source
Minimize tool fragmentation and create one trusted system.
Inclusive by default
Design for accessibility as a baseline, not an afterthought.
IDEATION
Through research insights and design principles, we led an ideation phase focused on reimagining the CASA volunteer experience
We generated over 30+ early concept sketches through round robin and crazy 6's activities exploring different approaches, including AI-generated note summaries, voice-assisted documentation, physical-to-digital scanning workflows, and simplified modular forms.
After extensive exploration of divergent ideas, we strategically converged on a set of core concepts that addressed the most critical user and organizational needs.
By evaluating each idea through the lenses of user value, technical feasibility, accessibility, and CASA’s mission impact, we prioritized solutions that balanced immediate volunteer pain relief with long-term sustainability.
• AI note assist: Reduces manual data entry and report formatting.
• Central dashboard: Single source of truth for all cases, deadlines, and reminders.
• Integrated calendar & reminders: Supports better task planning and reduces mental load.
• Secure messaging & accessibility-focused UI: Strengthens trust and inclusivity.
The iterative sketching and evaluation process revealed that a centralized, accessible web app would be the most effective and scalable solution for CASA volunteers.
A web-based platform not only allowed us to integrate AI-powered features seamlessly but also ensured ease of access across devices. This decision laid the foundation for the overall information architecture and interaction flows, summarized in the initial site flow and site map below.
ITERATIONS
To quickly test information architecture, workflows, and key interaction patterns, we began with low-fidelity wireframes and flow sketches
These early explorations allowed us to validate fundamental concepts with CASA volunteers and stakeholders before investing in detailed UI design.
TESTING
We conducted usability testing with 6 CASA volunteers and key stakeholders. Our goal was to evaluate clarity, accessibility, and task success across core workflows before launch.
In a co-creation workshop with a CASA volunteer, we used storyboards to simulate the end-to-end case journey, prompting them at key decision points to uncover pain points and mental models. We also tested our prototype during this session, capturing usability feedback that directly informed refinements to improve clarity, efficiency, and real-world alignment.
• Participants: 6 CASA volunteers (ages 48–70), 1 CASA supervisor, 1 legal advisor.
• Format: Remote moderated sessions using clickable prototypes (Figma), followed by debrief interviews.
• Key tasks tested: AI note assist flow, report generation, navigation across dashboard and case details.
Navigation and wayfinding
Some volunteers struggled to understand the sidebar structure and where to find specific case-related reminders and files.
AI note assist trust gaps
Volunteers expressed hesitancy in relying fully on AI-generated content, fearing it might miss nuanced child information or legal phrasing.
Onboarding overwhelm
Older volunteers mentioned needing a simplified first walkthrough to feel confident using the system independently.
Reduced cognitive load
Volunteers completed draft reports 40% faster, feeling less overwhelmed by paperwork.
Centralized dashboard
Participants appreciated having all child case details, upcoming tasks, and notes in one place.
Positive response
Volunteers felt less anxious about forgetting important details or making legal mistakes.
IMPACT
We knew we’d succeeded when volunteers felt less like administrators and more like advocates
because at its core, MIC was about making space for real human connection.
50%
Reduction in report writing time
Simplified workflows and clear nested structures helped instructors set up course outlines significantly faster.
25%
Decrease in volunteer turnover
Streamlined workflows help reduce burnout, improving volunteer retention and long-term engagement.
2x
Increase in child interaction time
Volunteers can double their face-to-face time with children by minimizing administrative load.
REFLECTION
As a UX Designer, I took on a leadership role, guiding a UX team
As team lead, I established design vision and ensured timely stakeholder meetings, facilitated continuous feedback loops, and drove iterative design improvements to achieve an effective final solution. It was very intriguing to be a part of understanding a very intricate and sensitive system for children and make a change for them. I learnt some very interesting UX research methods, like Crazy 6s and Round robin for brainstorming and ideating. I also polished some of my Figma skills on creating a design system and auto layout of components.
CASA
CHALLENGE
How might we help CASA volunteers create accurate, impactful reports more efficiently, enabling stronger child advocacy outcomes?
SOLUTION
Designed MIC, a centralized digital workspace to empower CASA advocates by streamlining time-consuming report-writing and case management workflow
CHALLENGE
How might we help CASA volunteers create accurate, impactful reports more efficiently, enabling stronger child advocacy outcomes?
SOLUTION
Designed MIC, a centralized digital workspace to empower CASA advocates by streamlining time-consuming report-writing and case management workflow
CASA
CHALLENGE
How might we help CASA volunteers create accurate, impactful reports more efficiently, enabling stronger child advocacy outcomes?
SOLUTION
Designed MIC, a centralized digital workspace to empower CASA advocates by streamlining time-consuming report-writing and case management workflow
PROJECT OVERVIEW
CASA (Court Appointed Special Advocates) volunteers support 242,000 children in foster care in the US each year.
Yet, over 40% of their time is spent on paperwork, directly reducing advocacy time for children who need it most. They are essential in advocating for the best interests of children in foster care.
Impact created
Reduced report-writing time by up to 50%
Improved volunteer retention rate
More time for child-focused activities
PROBLEM CONTEXT
On average, CASA volunteers spend 30–50% of their time on court reports and case documentation, equivalent to 4–6 hours per case, often repeated monthly
For older volunteers (who make up 55% of CASA’s workforce), this process is especially challenging due to accessibility barriers and digital literacy gaps.
25%
Volunteer Turnover Rate
One in four volunteers leave within the first year, with administrative burden cited as a leading contributor to burnout and disengagement.
120 hours
Lost in administrative tasks
CASA volunteers spend nearly half of their time on court reports and documentation instead of directly supporting children in foster care.
40%
Reduced child interaction time
Volunteers report spending 40% less time in meaningful, in-person advocacy with children than they would prefer due to documentation demands.
THE CHALLENGE
How might we help CASA volunteers create accurate, impactful reports more efficiently, enabling stronger child advocacy outcomes?
THE SOLUTION
MIC is a centralized digital workspace designed to empower CASA volunteers by streamlining time-consuming report-writing and case management workflow
Refined UX copy to reduce cognitive load and support accessibility across academic disciplines.
Redesigned the interface with stronger visual hierarchy and cleaner navigation, enhancing ease of use for both novice and tech-savvy educators.
Introduced a subscription model and freemium pricing strategy designed to drive user adoption while supporting scalable monetization.
50%
Reduction in report writing time
AI-assisted drafting and smart templates cut paperwork effort in half, giving volunteers more time with children.
25%
Decrease in volunteer turnover
Streamlined workflows help reduce burnout, improving volunteer retention and long-term engagement.
2x
Increase in child interaction time
Volunteers can double their face-to-face time with children by minimizing administrative load.
DASHBOARD
Dashboard: Overview
The Dashboard provides volunteers with an overview of key updates, upcoming tasks, and notifications. It helps them stay organized and prioritize what needs attention right when they log in. A built-in tutorial supports easy onboarding and quick refreshers for older volunteers.
Updates since log in
Rapid changes can impact tasks and priorities, making it essential for volunteers to stay updated.
Action items
CASAs have busy schedules, increasing the risk of missing important tasks. This breadcrumb list for accountability helps them add own tasks or see assigned tasks
Page tutorial
Page tutorial if refresher is needed on how to be using the website with helper text.
REPORT WRITING
Report Writing
The current CASA process involves manually sorting through files and documents, making it time-consuming and inefficient to find the right report or case information. The Report Writing screen allows volunteers to draft, edit, and finalize case reports with clear structure and guided prompts. They can easily reference notes, add comments, and collaborate securely in real time. Built-in features reduce repetitive work and ensure accuracy before court submission.
Documents page
Document icons are color coded ,Purple - Reports, Yellow - Notes, Grey- other.
Autofill forms
Standard case specific content (child name, birthday, file number, etc) automatically populated by software. There is also a Reset Template button in case the user wishes to re-enter information.
Collaboration with comments
The Comments tab is where the user can discuss report edits with case managers and supervisors. The managers and supervisors can make edits on the documents itself, which appear similarly to a suggestion on a Google Doc and are highlighted in red.
Files Tab
The Files tab is where the user can view all of their documents under the child’s case. You can copy-paste sentences from these documents into the report, which will appear in purple. Hovering over purple text will tell you which document a sentence came from.
AI Tab
The AI tab is the Note Assistant which is present throughout the platform. Here, you can ask for assistance on recommendations and search case documents for specific information. The current process requires volunteers to manually search for information or clarification while writing reports, leading to delays and frustration.
CASE SUMMARY
Case Summary: Details of each case
The Case Summary screen gives a quick, comprehensive view of the child’s background and key case details. Volunteers can track progress, review flagged updates, and access important documents easily. It helps them prepare confidently for meetings and make informed recommendations.
Notes & Documents Dasboard
Volunteers lack a centralized place to log and access notes and documents, leading to scattered information and difficulty maintaining accurate records. Updating with notes about meetings, travel, etc.
Scrollable List of Related Contacts
For when volunteers need quick access to contacts for timely communication and coordination. Contacts include anyone who may be of importance to the selected child. This may include parents, teachers, or guardians.
Case Timeline
Case Timeline provides a holistic overview of court occurrences. Volunteers struggle to track case progress and access relevant documents quickly
IN APP MESSAGING
In App Messaging: Centralizing communication
This screen centralizes all communication with supervisors and involved parties in one secure place. Volunteers can send, receive, and organize important messages without switching platforms. Built-in security warnings help prevent accidental sharing with unauthorized contacts.
Flagging messages
Volunteers often miss important messages or have difficulty finding them later due to the sheer volume of communication.
Messaging formats in one place
Volunteers often miss important messages or have difficulty finding them later due to the sheer volume of communication. Messaging formats in one place separating SMS and Email.
High Security
This pop up ensures that any “low access” profile isn’t sent messages without a warning. Volunteers sometimes accidentally send messages to profiles with low access, leading to privacy or security issues
NOTE ASSIST AI
Note Assist AI: An assistant
The Note Assist AI screen helps volunteers quickly search, organize, and summarize their notes across cases. It reduces time spent manually sorting through documents and highlights key details for meetings and reports. Volunteers can reflect, brainstorm, and draft recommendations more efficiently with AI support.
RESEARCH
I started the research process by mapping volunteers’ workflows leading a comprehensive mixed methods research strategy to identify root causes behind administrative overload
Recognizing that most CASA volunteers are older adults and work within sensitive legal frameworks, I combined contextual inquiries, semi-structured interviews, and shadowing sessions to capture authentic workflows, accessibility challenges, and unmet needs.
"Court report writing is one of the most stressful activities that we do, gives us more anxiety than actually being with the child."
- CASA Volunteer
"A lot of times we use our personal accounts to talk to parents, some even speak to us through snapchat."
- CASA Volunteer"
"Court report writing is one of the most stressful activities that we do, gives us more anxiety than actually being with the child."
- CASA Volunteer
Participant Breakdown
4
CASA
volunteers
2
CASA
Supervisors
1
Foster care
system advisor
Based on all the data collected through our research we identified 8 key issues
This deep dive revealed critical friction points impacting comprehension, navigation, and task efficiency. By uncovering both quick-win fixes and deeper structural issues, we identified opportunities to improve user trust, drive adoption, and strengthen overall retention and conversion.
Time drain
Volunteers spend up to 50% of their time on paperwork, leading to emotional fatigue and less child interaction.
Collaboration Struggle
Coordinating with professionals and families requires frequent, sometimes difficult, communication.
Information Overload
Managing large amounts of data makes it hard to extract key insights quickly.
Data Issues
Keeping records secure, updated, and logged in Optima is very challenging.
Accessibility barriers
Older volunteers struggle with current digital tools due to small text, dense interfaces, and lack of guidance.
Emotional disconnect
Volunteers feel their purpose of building relationships with children is overshadowed by admin work.
Legal Anxiety
Fear of missing or misreporting case details adds stress, reducing volunteer confidence.
Fragmented Tools
Volunteers often switch between multiple apps, emails, and printed notes, increasing errors and frustration.
ANALYSIS
Using affinity mapping, I organized over 150+ data points from volunteer quotes, observations, and notes into key thematic clusters
Based on all the analysis we did, there were some common insights that were derived
These insights helped us with our design direction.
Based on mapped frustrations and CASA’s priorities, we identified and ranked opportunities. While all pain points were important, we focused first on reducing administrative burden and simplifying reporting
The following were some of the key insights from the analysis of the data collected.
Administrative overload
Volunteers felt “administrative overload” overshadowed their core mission.
Lack of trust in digital tools
There was a lack of trust in digital tools, causing continued reliance on paper notes.
To give emotional support
Volunteers desired more emotional connection and confidence rather than just efficiency.
Simplifying the process
Simplifying compliance was as important as simplifying UI.
From this synthesis, I derived core design principles to guide solution development
Combining insights from interviews, heuristic evaluation, and competitor analysis, we mapped the key friction points across the instructor journey. We identified major breakdowns in early onboarding, high cognitive load during outline creation, and a lack of trust in AI outputs.
Time over tasks
Prioritize solutions that give time back rather than simply digitize existing workflows.
Confidence = clarity
Ensure volunteers feel secure and guided, especially with legal documentation.
One central source
Minimize tool fragmentation and create one trusted system.
Inclusive by default
Design for accessibility as a baseline, not an afterthought.
IDEATION
Through research insights and design principles, we led an ideation phase focused on reimagining the CASA volunteer experience
We generated over 30+ early concept sketches through round robin and crazy 6's activities exploring different approaches, including AI-generated note summaries, voice-assisted documentation, physical-to-digital scanning workflows, and simplified modular forms.
After extensive exploration of divergent ideas, we strategically converged on a set of core concepts that addressed the most critical user and organizational needs.
By evaluating each idea through the lenses of user value, technical feasibility, accessibility, and CASA’s mission impact, we prioritized solutions that balanced immediate volunteer pain relief with long-term sustainability.
• AI note assist: Reduces manual data entry and report formatting.
• Central dashboard: Single source of truth for all cases, deadlines, and reminders.
• Integrated calendar & reminders: Supports better task planning and reduces mental load.
• Secure messaging & accessibility-focused UI: Strengthens trust and inclusivity.
The iterative sketching and evaluation process revealed that a centralized, accessible web app would be the most effective and scalable solution for CASA volunteers.
A web-based platform not only allowed us to integrate AI-powered features seamlessly but also ensured ease of access across devices. This decision laid the foundation for the overall information architecture and interaction flows, summarized in the initial site flow and site map below.
ITERATIONS
To quickly test information architecture, workflows, and key interaction patterns, we began with low-fidelity wireframes and flow sketches
These early explorations allowed us to validate fundamental concepts with CASA volunteers and stakeholders before investing in detailed UI design.
TESTING
We conducted usability testing with 6 CASA volunteers and key stakeholders. Our goal was to evaluate clarity, accessibility, and task success across core workflows before launch.
In a co-creation workshop with a CASA volunteer, we used storyboards to simulate the end-to-end case journey, prompting them at key decision points to uncover pain points and mental models. We also tested our prototype during this session, capturing usability feedback that directly informed refinements to improve clarity, efficiency, and real-world alignment.
• Participants: 6 CASA volunteers (ages 48–70), 1 CASA supervisor, 1 legal advisor.
• Format: Remote moderated sessions using clickable prototypes (Figma), followed by debrief interviews.
• Key tasks tested: AI note assist flow, report generation, navigation across dashboard and case details.
Navigation and wayfinding
Some volunteers struggled to understand the sidebar structure and where to find specific case-related reminders and files.
AI note assist trust gaps
Volunteers expressed hesitancy in relying fully on AI-generated content, fearing it might miss nuanced child information or legal phrasing.
Onboarding overwhelm
Older volunteers mentioned needing a simplified first walkthrough to feel confident using the system independently.
Reduced cognitive load
Volunteers completed draft reports 40% faster, feeling less overwhelmed by paperwork.
Centralized dashboard
Participants appreciated having all child case details, upcoming tasks, and notes in one place.
Positive response
Volunteers felt less anxious about forgetting important details or making legal mistakes.
IMPACT
We knew we’d succeeded when volunteers felt less like administrators and more like advocates
because at its core, MIC was about making space for real human connection.
50%
Reduction in report writing time
Simplified workflows and clear nested structures helped instructors set up course outlines significantly faster.
25%
Decrease in volunteer turnover
Streamlined workflows help reduce burnout, improving volunteer retention and long-term engagement.
2x
Increase in child interaction time
Volunteers can double their face-to-face time with children by minimizing administrative load.
REFLECTION
As a UX Designer, I took on a leadership role, guiding a UX team
As team lead, I established design vision and ensured timely stakeholder meetings, facilitated continuous feedback loops, and drove iterative design improvements to achieve an effective final solution. It was very intriguing to be a part of understanding a very intricate and sensitive system for children and make a change for them. I learnt some very interesting UX research methods, like Crazy 6s and Round robin for brainstorming and ideating. I also polished some of my Figma skills on creating a design system and auto layout of components.