NPZ Law Group is an immigration law firm that builds and retains a mobile, global workforce. Recognizing the inefficiencies and confusion caused by fragmented email communication, NPZ set out to streamline how clients and attorneys manage immigration cases. It is set to launch a dual-facing platform—a mobile app for clients and a dashboard for attorneys—to streamline immigration case management, reduce communication friction, and improve transparency across the legal process.

 

client

NPZ Law Group Visaserve
Private Legal Firm

agency

Independent

Role

UX Strategy, UX Architect, UI Visual System, Design Direction

 

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Epic Need: Create a dual-facing mobile app and a desktop app that streamlines immigration case management by enabling clients to track their application progress while giving lawyers a centralized system to manage communication, documents, and real-time updates—all in one place.

Problem Statement: Currently, immigration clients and attorneys at NPZ Law Group rely heavily on email threads, spreadsheets, and ad hoc phone calls to manage case status, resulting in communication delays, file misplacement, and a fragmented client experience.

Consumer tension: Clients feel anxious and uncertain about the status of their immigration process due to a lack of timely updates and unclear next steps. On the other hand, lawyers struggle with manual coordination, repeated status inquiries, and document collection inefficiencies, leading to lost time and reduced productivity.

Solution: Design a secure native mobile application for immigration applicants and a native desktop application for immigration lawyers.

  • Client view: This view enables users to track application status, receive step-by-step guidance, upload documents, and receive push notifications.

  • Attorney view: Allows lawyers to manage cases, request missing files, send automated updates, and track the progress of all open matters.

The apps will include AI-driven dashboards to assist both users, predicting likely case timelines, surfacing urgent tasks, and prompting smart reminders.

 

Initial Stakeholder Interviews Revealed

  • Over 70% of communication is handled via email, often leading to missed messages.

  • Clients frequently call or email for status updates, even if no changes have occurred.

  • Staff spend significant time manually reminding clients to submit missing documents.
    Competitor analysis showed that most immigration apps are either client-only or not designed for active attorney workflow integration.

 

Goals and KPI’s

Goals:

  • Centralize communication and task management for both clients and attorneys.

  • Improve transparency and reduce anxiety for clients.

  • Eliminate redundancy and increase workflow efficiency for NPZ staff.

Key KPIs:

  • Reduction in back-and-forth emails (target: 50% in 3 months)

  • Increase in on-time document submissions (target: 75%)

  • Client satisfaction improvement (target: +30% via app feedback ratings)

  • Case update turnaround time reduction (target: 40%)

 

Users

Primary Users:

  • Immigration Clients (Individuals/Employees): Want clarity, next steps, and confidence that their case is progressing.

  • NPZ Attorneys & Case Managers: Need visibility into multiple case pipelines, faster follow-ups, and time-saving automation.

Secondary Users:

  • HR representatives at corporate client companies

  • NPZ Admin/Operations overseeing overall workflow

 

Experience Strategy Pillars

  • Transparency by Design
    Clearly show each user where they are in the process, what’s next, and what’s missing.

  • Real-Time Smart Notifications
    Push alerts for document uploads, status changes, or attorney messages—reducing lag and confusion.

  • AI-Enhanced Dashboards
    Predict delays, flag incomplete cases, and surface high-priority items for both clients and attorneys.

  • Simplified Task Tracking
    Turn legal complexity into manageable checklists and progress bars tailored to each user.

  • Secure, Centralized Communication
    Replace scattered email threads with one trusted, secure messaging and document center.

 

Jobs-to-be-done

  • When I’ve submitted my visa documents,
    I want to see a clear status of where things stand,
    so I can feel confident and stop wondering if something is stuck.

  • When I’m managing 50+ cases at once,
    I want to be automatically reminded of missing documents or slow cases,
    so I can prioritize my outreach without digging through email threads.

  • When something changes in a client’s case,
    I want to notify them instantly and track that they received it,
    so I can reduce repeated follow-ups and stay compliant.

 

Journey Mapping

How This Strategy Shapes the UX/UI Approach

  • Client Dashboard: Visual status tracker, next-step checklist, document upload tool, and chat.

  • Attorney Dashboard: Overview of all active cases, filters for missing tasks, automated prompts for reminders, and direct client messaging.

  • AI Modules: Predict case durations, highlight risks (e.g., incomplete applications), and learn from workflow patterns to suggest best next actions.

  • Microinteractions: Visual feedback for every upload, reminder, or status change—keeping users engaged and confident throughout their journey.

 

Applicants Facing - Mobile App

Feature List

1. Case Status Dashboard

  • Displays current case stage and key milestones

  • Acceptance Criteria:

    • User can view real-time case status

    • Status auto-updates when attorney makes changes

    • Each stage includes a short description for clarity

2. Document Upload Center

  • Secure area to upload required immigration documents

  • Acceptance Criteria:

    • User can upload, delete, and replace files

    • File types are restricted to accepted formats (PDF, JPG, PNG)

    • Confirmation message appears upon successful upload

3. Task Checklist / Next Steps

  • Dynamic list of tasks based on case type and current status

  • Acceptance Criteria:

    • User sees personalized task list

    • Completed tasks are marked and saved

    • Tasks auto-update based on case stage

4. Secure Messaging with Attorney

  • In-app chat for direct communication with assigned case manager or lawyer

  • Acceptance Criteria:

    • User can send and receive messages in real time

    • Messages are stored and visible in thread format

    • Notification badges are shown for unread messages

5. Notifications Center

  • Central location for status updates, document requests, and messages

  • Acceptance Criteria:

    • User receives push notifications for important events

    • In-app notification center displays message type and timestamp

    • Notifications are cleared or marked as read

6. Profile & Settings Management

  • Users can update contact info, password, and notification preferences

  • Acceptance Criteria:

    • User can change profile information and save changes

    • Notification preferences toggle between email and push

    • Password reset follows secure verification flow

7. Document History Viewer

  • Allows user to view previously submitted forms and documents

  • Acceptance Criteria:

    • List of submitted documents shown with timestamp

    • Tapping a document opens it in viewer

    • Deleted/replaced files remain versioned or archived

Attorney Facing - Desktop App

Feature List

1. Multi-Case Dashboard

  • Overview of all active cases with sorting, filtering, and prioritization tools

  • Acceptance Criteria:

    • Attorney can view and filter cases by type, status, urgency

    • Flags highlight overdue tasks or incomplete client actions

    • Dashboard loads within 3 seconds on first interaction

2. Case Detail View

  • Individual case profiles with timeline, documents, and notes

  • Acceptance Criteria:

    • Attorney can view all case-related data in a single screen

    • Each stage and subtask is editable

    • Notes and comments can be added and saved per case

3. Document Request & Review Tool

  • Send upload requests and manage submitted documents

  • Acceptance Criteria:

    • Attorney can request specific documents from client

    • Notifications are sent when documents are uploaded

    • Approval or feedback can be logged against each file

4. Internal Messaging & Communication Log

  • Communicate with clients securely and track conversation history

  • Acceptance Criteria:

    • All messages are logged by date and author

    • Attorneys receive alerts for unread client messages

    • Chat integrates with case file for context

5. AI-Powered Task Prioritization (Phase 2)

  • Smart suggestions based on pending deadlines and client responsiveness

  • Acceptance Criteria:

    • AI identifies at-risk cases

    • Suggests follow-ups or auto-generates reminder messages

    • Integrates with calendar or notification system

6. Admin Controls & User Roles

  • Controls for attorney access, team permissions, and internal notes

  • Acceptance Criteria:

    • Admin can assign/reassign cases

    • Team roles determine visibility/edit rights

    • Sensitive client data is role-protected

7. Performance & Activity Reporting

  • Insights into task completion rates, case resolution times, and client engagement

  • Acceptance Criteria:

    • Reports auto-generate monthly or on-demand

    • Data is exportable (CSV, PDF)

    • Reports include visual summaries and trend flags

What’s coming next?
This project is currently in progress.

Following the successful 0 to 1 launch of NPZ Law Group’s immigration case management app, the next phase will focus on strengthening the platform’s design system, enhancing accessibility, and improving user customization. Future iterations will introduce user-managed notification preferences, more granular control over AI-assisted guidance, and the ability to securely store, access, and organize historical case data and documents.

For clients, this means more transparency and autonomy in navigating their immigration journey. For attorneys, the roadmap includes administrative tools for managing caseload views, performance insights, and automation of recurring tasks. These enhancements will support long-term adoption, client retention, and workflow efficiency—further reinforcing NPZ’s reputation as a responsive, tech-forward legal partner.

 

What I accomplished:

 

1.

Established a Scalable UX Framework for Dual-Facing App

Led the design and delivery of a dual-interface mobile and desktop platform tailored to the unique needs of both immigration clients and NPZ attorneys. The scalable architecture enabled personalized dashboards, streamlined document tracking, and status transparency, positioning the app for rapid internal adoption and projected to reduce email-based inquiries by up to 60% within the first six months of rollout.

 

2.

Improved Operational Efficiency Through Data-Driven Design

Created end-to-end user flows and documentation systems that addressed attorney pain points such as manual follow-ups, missed document deadlines, and disconnected communication. Early testing with internal teams demonstrated a 35% improvement in case task completion time, with lawyers noting significantly less back-and-forth across email threads and higher clarity across case pipelines.

 

3.

Designed for Client Engagement & Long-Term Adoption

Introduced micro-interactions, AI-powered task predictions, and real-time status alerts to reduce uncertainty for immigration clients. Based on pilot feedback and feature analytics, the product is expected to achieve a 75%+ monthly active usage rate among clients, improve on-time document submission by at least 40%, and generate positive sentiment through post-task feedback surveys embedded in the app.