User feedback and discussions with admissions teams highlighted that agents were regularly entering their own details instead of the student's. Reviewing the application forms revealed that confusing microcopy, particularly possessive wording around input fields, was contributing to the problem., e.g 'Identification details' → 'Student identification details'. Rather than simply a new design, we focused on making the language and hierarchy clearer, helping agents understand exactly the information required at each stage.

The existing dashboard made it difficult for agents to find and manage applications. Content was often truncated, navigation was clunky and there were limited ways to filter or search. The dashboard was redesigned to better optimise screen space, with improved search and filtering, adjustable column widths and horizontal scrolling where needed. This gave agents more control over how they viewed and managed applications, while making key information more visible.

Agents also lacked visibility into application progress, leading to unnecessary support requests and duplicate submissions as they assumed applications weren't progressing. By mapping the journey between agents, admission teams and students we could see at what stage the status needed to change and make that transparent for agents. The status UI was also redesigned to establish clearer visual hierarchy, giving greater emphasis to statuses such as ‘Info Required’, which require further action from the agent but were previously easy to overlook.