UX Case Study: Federal Contract Vehicle Comparison

Introduction

In today's complex digital ecosystems, optimizing User Experience (UX) is not only about simplifying interfaces—it's about building trust, delivering impact, and meeting users where they are. This case study explores how compare GSA contract vehicles external application feature merged and acquired applications into a unified platform, with a deliberate focus on enhancing UX and aligning with the Customer Experience (CX) Maturity Model.

Through collaborative engagement grounded in shared values, the team built lasting client relationships, delivered a scalable solution, and drove continuous innovation.

Background

GSA Buy.gsa.gov, a technology leader, faced challenges stemming from its suite of disjointed applications. Each application served different business functions but lacked unified branding, consistent user flows, and cohesive customer experiences. This fragmentation hindered operational efficiency and diluted customer satisfaction.

We build client trust:

Users voiced frustration with inconsistent designs and redundant workflows. GSA took this feedback seriously and initiated a UX transformation centered on transparency, accountability, and long-term user trust.

Project Objective

To create a seamless, intuitive user experience by merging various digital tools into a single, integrated platform. The strategy was grounded in the CX Maturity Model, which helps organizations assess and advance their customer experience capabilities from Ad-hoc to Optimized.

We deliver with impact: The project was not only about unification—it was about measurable outcomes: reducing task completion time, increasing user retention, and elevating satisfaction scores. (through HEART metrics)

Methodology

• Discovery and Current-State Assessment:
  • Conducted deep-dive audits and journey mapping across the applications $ Measured each application’s current CX maturity level
    Held listening sessions to understand internal and customer pain points.
  • We grow with endless curiosity: The team approached discovery with humility and curiosity, ensuring every user insight—whether from a frequent customer or a new admin—contributed to the design process.
• Collaborative Stakeholder Alignment:
  • Hosted cross-functional visioning workshops
  • Facilitated value-mapping exercises to align stakeholder expectations.
  • We collaborate to succeed: Developers, designers, legal teams, and product managers co-created goals and timelines. This unity fostered a shared sense of purpose from day one.
• CX Maturity Model Integration
  • Mapped the desired maturity outcomes (e.g., personalization, predictive UX, feedback loops)" R Used maturity benchmarks to frame design and development sprints.
  • We innovate with purpose: Every design choice advanced a CX capability—like introducing adaptive dashboards for repeatable workflows or embedding smart search aligned with the "Managed" maturity tier.
• Human-Centered Design Process
  • Conducted iterative usability testing with diverse user groups
  • Prioritized accessibility, localization, and personalization in design decisions.
  • We embrace diverse perspectives: Users from different regions, roles, and technical backgrounds were intentionally brought into testing. Their insights shaped inclusive experiences that worked for all.
• Brand and Experience Unification
  • Established a design system with reusable components and shared brand elements" R Standardized interaction patterns to reduce learning curves across features.

UX Gap analysis (Data Analysis)

Wireframe