The Challenge: When a critical Microsoft security vulnerability affected legacy versions of Internet Explorer, the Department of Transportation had to immediately phase out IE8 support for its internal applications. The challenge was guiding a massive, often non-technical workforce through a mandatory browser upgrade without triggering widespread panic or flooding the IT helpdesk with support tickets.
The Solution: Rather than relying on standard, intimidating IT error messages, I designed an empathetic, user-friendly modal alert system. The interface used clear, conversational language and visual step-by-step instructions to guide users through updating to a secure browser, while also offering a “technical explanation” layer for power users who wanted more context.
My Role:
- UX Copywriting & Information Design
- UI Modal Design
- Crisis/Change Management Communications
The Impact: Successfully mitigated an agency-wide IT security crisis by empowering employees to independently and confidently upgrade their own systems, drastically reducing internal support friction.
