This case study details the UX design journey undertaken for the Department of Commerce’s Bureau of Industry and Security (DOC BIS). We aimed to design and prototype user-friendly solutions for their export and import control web applications. Throughout the year-long project, we navigated multiple pivots, shifting focus from export control applications to import control, then to an exemption portal for a potential software ban, and finally to an informational website for the potential software ban, codenamed Kernel Bear. Despite numerous challenges, including extensive clearance processes and changes in client leadership, we remained resilient and committed to delivering high-quality design solutions.
Tools Used



My Role
As Product Design Lead, I managed a team of designers, conducted user research, created user flows, designed screens for multiple devices, and developed prototypes. I also led client communication to ensure alignment with DOC BIS requirements.
The Team
Our team included a product manager, a scrum master, a product owner, a solutions architect, three back-end developers, and two front-end developers. The design team I led consisted of a junior product designer, a service designer, and a senior content design strategist.
The Ask
Initial Task
Design discovery for the modernization of DOC BIS’s export control web applications.
First Pivot
We shifted focus to import control, collaborating with the DOC BIS Office of Information and Communications Technology and Services (OICTS) on an upcoming software ban threatening national security.
Second Pivot
Develop a solution for companies and institutions to apply for exemptions from the software ban for educational and R&D purposes.
Final Pivot
Create an informational website about the potential software ban, codenamed Kernel Bear.
The Challenge
Navigating Multiple Pivots and Shifts
One of the primary challenges was managing frequent changes in project focus, which required constant adjustments to our design approach. Initially, we focused on modernizing DOC BIS’s export control web applications. However, we soon pivoted to address import control issues, specifically in collaboration with the DOC BIS Office of Information and Communications Technology and Services (OICTS) on an upcoming software ban. Each pivot demanded quick adaptation, necessitating revisions to our previous work and re-alignment of our goals and strategies. This continuous state of flux tested our team’s flexibility and resilience.
Managing Client-Side Leadership Changes
Frequent changes in client leadership added another layer of complexity. Each new leader brought different priorities and expectations, which required additional time and effort to realign with their vision. These changes often disrupted our workflow and necessitated building new relationships and establishing trust from scratch. Managing these transitions while maintaining project momentum was a significant challenge.
Undergoing an Extensive Clearance Process
The project’s clearance process was particularly demanding, involving a level 4 public trust clearance. This process included many months of interviews, background checks, and interviews with neighbors and former coworkers. The extensive nature of this clearance process consumed valuable time and resources, adding another layer of complexity and delaying our progress.
Maintaining Team Morale
Maintaining team morale amidst these challenges was critical. The frequent pivots, leadership changes, and extensive clearance processes created a high-stress environment. Ensuring consistent resilience and motivation within the team involved regular check-ins, transparent communication, and providing support to help team members navigate the uncertainties. Keeping the team focused and positive was essential to our progress.
Final Product Not Launched
Despite our best efforts and significant progress, the final product never got the chance to be launched due to budget constraints and another major pivot from DOC BIS. This outcome was disappointing, as the culmination of our hard work and dedication did not reach the end users. This highlighted the importance of flexible project management and the impact of external factors beyond our control. It was a stark reminder of the volatility accompanying large-scale projects with multiple stakeholders.
My Approach
Knowledge Transfer and Research
Conducted extensive knowledge transfer sessions with the incumbent contracting team and performed desk research to understand the existing DOC BIS export control web applications. This initial phase was crucial for building a foundational understanding of the project’s context and requirements.
User Research
Planned and conducted generative user research to gather insights on the impact of potential software bans. This research informed the creation of user personas and Jobs to Be Done, providing a user-centered perspective that guided our design decisions.



Prototyping
Developed low- to high-fidelity prototypes for various project phases, including the exemption portal and the Kernel Bear informational website. These prototypes evolved through iterative feedback and testing, ensuring they met user needs and client requirements.

Design System
I created a design system based on the U.S. Web Design System (USWDS) specifically for DOC BIS. This system ensured consistency and usability across all our design outputs, leveraging established best practices and standards.
Usability Testing
Conducted usability testing with the guidance of a senior content design strategist to refine our content approach. This testing helped us validate our designs and ensure they were intuitive and user-friendly.
Client Communication
I proactively managed client relationships, ensuring alignment with evolving requirements and facilitating smoother project transitions. Effective communication helped mitigate misunderstandings and kept the project on track despite frequent pivots.
The Solution
Kernel Bear Informational Website
We created an elegant and user-centered informational website for the Kernel Bear project, leveraging extensive user research. This research-backed product provided clear, accessible information about the potential software ban, ensuring users were well-informed about its implications and how it might affect them. Our focus on user-centered design principles ensured that the website was both intuitive and informative, addressing the diverse needs of our user base.
Design System Implementation
Utilizing the DOC BIS-specific design system we developed, we ensured consistency and adherence to best practices across the website. This system, rooted in the US Web Design System (USWDS), streamlined our design process and contributed to a cohesive and user-friendly interface. The design system provided a framework that maintained visual consistency and usability across different components, enhancing the overall user experience and making the website more accessible and reliable.

High-Fidelity Prototypes
Our high-fidelity prototypes were the culmination of iterative design and usability testing. These prototypes reflected our commitment to quality and user-centric design, featuring polished interfaces and intuitive navigation. We conducted multiple rounds of usability testing to gather user feedback, ensuring the final product was functional and user-friendly. These prototypes were implementation-ready, showcasing our ability to deliver high-quality design solutions under tight deadlines and evolving requirements.


Content Strategy
Working closely with the senior content design strategist, we developed a content strategy informed by user research. Usability testing validated our content approach, ensuring it was clear, concise, and met user needs. This collaboration resulted in a well-structured informational site that communicates essential information about the software ban. Our content strategy focused on transparency and clarity, making it easy for users to find and understand the needed information.
Research-Backed and Outcome-Focused
Throughout the project, our approach was driven by rigorous user research and a focus on outcomes. By continuously gathering user feedback and iterating on our designs, we ensured that our products were research-backed and aligned with user needs and expectations. This focus on outcomes ensured that our final designs were practical, effective, and ready to deliver real value to users. Our dedication to a research-backed approach and outcome-focused design allowed us to create solutions that were not only innovative but also highly relevant to our users’ needs.
Reflection
What Went Well
Our team demonstrated remarkable resilience through multiple pivots and changes in project direction. We were steadfast in creating buy-in for user research (UXR), enabling us to conduct meaningful research that informed our design decisions. Our commitment to user-centered design principles and iterative testing allowed us to produce high-quality prototypes and an elegant informational website despite the challenges we faced.
What Didn’t Go Well
Multiple pivots and shifts in client-side leadership strained the project, adding uncertainty and increasing pressure on the team. We also had to navigate an extensive clearance process, including level 4 public trust, which involved many hours of interviews, background checks, and interviews with neighbors and former coworkers. Ultimately, due to budget constraints and another major pivot from DOC BIS, the final product never saw the light of day.
What I Would Do Differently
Better Client Communication: I managed the client relationship halfway through the project, which helped improve alignment and project transitions. In future projects, I will initiate communication management to ensure smoother interactions and clearer expectations throughout the project.