Uncovering Navigation Challenges
I led the FINRA Product Design team in modernizing the CSBS NMLS platform, an ongoing multi-year project aimed at transitioning from the legacy system to a streamlined, modernized experience. Early research identified navigation as a major pain point, driving our focus on restructuring it to enhance user understanding and interaction with the system.
Current NMLS Navigation: Unclear navigation pattern leaving users lost and unsure of what content will be found on the page.
What Frustrates you the most about NMLS?
Card Sort Analysis
Partnering for Insight
Research Method 1: Card Sort
A card-sorting exercise with industry professionals revealed that the system’s navigation posed a significant challenge, with participants highlighting issues in the existing structure and inconsistencies in content organization. To validate these findings, we audited the legacy system architecture, identifying areas where the structure disrupted workflows. This research informed a navigation redesign that aligns with user behaviors and enhances usability.
Research Method 2: Precedent Study
We analyzed precedent platforms that facilitated efficient task completion and smooth transitions between legacy and new systems. By examining their information organization and workflow guidance, we identified strategies to improve user focus and minimize confusion. These insights informed the development of a navigation framework that ensures quick access to key tasks and a smooth adaptation to the new system.
Designing the Future Experience
To improve navigation, we addressed the specific needs of company and individual NMLS users. Both groups required a clear overview of their tasks, with company users needing efficient access to individual data. The centralized dashboard provided a solution, enabling users to track progress easily and access other users' information with fewer clicks. This change reduced navigation complexity and ensured a seamless transition between the legacy and modernized systems.
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Classic to Modern: Iterative Approach
Given the user-based approach and multi-year timeline, we adopted an iterative strategy for company users. To address CSBS's concern about the difficulty of navigating both classic and modernized features, they requested a top navigation bar to help locate new features and the left navigation bar to serve as a secondary navigation option until most pages are modernized.
Results / Next Steps
The newly structured navigation will serve as the foundation for redesigning other areas of the system, ensuring a cohesive, modernized experience as the platform transitions. The information architecture has been adjusted to align with NMLS users' mental models, though terminology remains an area for further exploration and user testing.