Prior Professional Work
User Research · UX Design · Service Design
Redesigning the tools that connect pastors to congregations
A denomination's call process — how congregations find pastoral leadership and ministers find new ministry — ran on a legacy portal no one had ever formally researched. Aditi led the research, redesigned the forms in Figma, and mapped the system flows that became the foundation for a first-of-its-kind digital platform.
3
user groups researched across the call process
17+
pages-long form redesigned into a structured, navigable experience
4
end-to-end process flow maps delivered to IT
65
US-wide regional offices affected by the platform
THE Situation
The call process touches everyone in the denomination — pastors, congregations, and the synod staff who match them. But the portal supporting it had never been formally studied. Users worked around it: one Assistant to the Bishop kept a manual Excel spreadsheet to score candidate-congregation fit. Elderly call committee members needed phone walkthroughs just to log in. Session timeouts erased unsaved work. No one knew which sections of the form other people could see. The system carried enormous relational weight with almost no design behind it.
Phases of Work
What research surfaced
01
The form created anxiety
17+ pages with no sense of who could see each section. Ministers felt pressure to self-present optimally with no context for their audience.
02
Access fell hardest on the least tech-confident
Elderly call committee members needed synod staff walkthroughs just to log in. 10-minute timeouts wiped unsaved work. No autosave.
03
Language caused real confusion
"Mobility" — the portal's term for the call process — was not understood by most users. Field labels were interpreted very differently across groups.
04
Staff had built manual workarounds
At least one A2B maintained a separate Excel tracker to score candidate-congregation fit — a clear signal of what the platform wasn't doing.
Methods Used
Stakeholder interviews
Moderated usability testing
Think-aloud protocol
Insight synthesis
Figma prototyping
Form & content redesign
Process flow mapping
IT collaboration
Service blueprinting
Outcome
The redesigned forms and process flows became the foundation for a first-of-its-kind digital call process platform, now in active use across synods nationally. The engagement showed what becomes possible when a system that carries enormous human weight is finally studied, designed, and documented with the people it actually serves.
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