Summary

Concourse is PwC’s internal platform designed to streamline client delivery by consolidating tools, assets, and workflows into one intelligent workspace. It supports teams in mobilizing faster, collaborating more transparently, and unlocking digital value at scale.

Opportunity / Problem

The platform’s original experience was fragmented—key features like RAID, deliverables, and work items lived in separate views, creating friction and duplicative workflows. The challenge was twofold:

1. Redesign the entire side panel experience to provide richer context and better usability.

2. Unify all content types into a single, dynamic side panel that surfaces RAID or work item data wherever relevant—no matter where the user starts.

My Role

I led the UX strategy and design execution for this transformation. From research planning and interviews to design iterations and final handoff, I worked cross-functionally with PMs, engineers, and stakeholders across business units to align on product goals and drive execution. I championed a vision where everything speaks to everything, ensuring seamless data connection across RAID, work items, and deliverables.

Challenges + Pivots

The original side panel experience was isolated and context-poor—users had to jump between modules to stitch together insights. Our goal evolved: not just redesign RAID, but create a unified, intelligent panel that dynamically adapts to the content type—whether it’s a risk, deliverable, or task. We restructured the experience to allow contextual RAID metadata to appear wherever it was relevant, breaking siloed views. Balancing complexity with clarity was our north star.

Outcome / Impact

The unified side panel drove platform-wide improvements:

• 12% increase in RAID activity in under 6 months

• 620 daily active users (2800+ total)

• 160,000 hours saved

• $8.2M in net savings

Teams could now access and update RAID, tasks, and work items from a single view, drastically reducing friction and increasing visibility.

Output

The final experience featured:

• A fully reimagined side panel that adapts contextually to content

• Visual and interaction consistency across modules

• Smart linking of RAID elements to any relevant task or asset

• Real-time collaboration and editing

• A clean, scalable UI supporting long-term product growth

Each iteration—from wireframes to live screens—brought us closer to an experience that feels cohesive and modern, with thoughtful information prioritization and intuitive navigation.

What I Learned

This project pushed me to design not just for clarity—but for connectedness. Creating a flexible UI architecture that could scale across content types required systems thinking, rigorous prioritization, and stakeholder alignment at every step. It reinforced the power of designing platform experiences, not just features.