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Case Study
Reimagining “Engage” — A Portal 8,000 Employees Deserve
Transforming an outdated intranet into a modern, intuitive platform that streamlines workflows and fosters collaboration
"It's so cluttered, I just bookmark my stuff and avoid the homepage."
— Feedback from an employee at Freedom Mortgage
Company
Freedom Mortgage
project
Intranet Portal Redesign
role
Lead Product Designer
tools
Figma, Miro, ServiceNow, Qualtrics, Usertesting
team
UX + HR + IT
The redesigned Engage portal dashboard, providing easy access to key tools and information
The Problem
Freedom Mortgage's internal portal, Engage, was meant to be a central hub—but had become more of a roadblock. It was cluttered, hard to navigate, and lacked the basic functionality people needed to get through their day.
Key Challenges
The original portal suffered from these critical issues that impacted daily operations:
1
Overwhemling & Cluttered
Information overload with poor visual hierarchy
2
Broken Search Functionality
Critical content was difficult or impossible to find
3
No Personalization
One-size-fits-all approach for 8,000 diverse employees
4
Outdated Content
Stale information with no clear ownership
Project Goals
Freedom Mortgage's internal portal, Engage, was meant to be a central hub—but had become more of a roadblock. It was cluttered, hard to navigate, and lacked the basic functionality people needed to get through their day.
Business Objectives
- Improve communication and productivity
- Reduce support tickets to HR/IT
- Boost engagement with internal tools
- Create a scalable platform for future growth
User Objectives
- Find information quickly and efficiently
- Personalize the workspace experience
- Access tools with fewer clicks
- Work efficiently at their workstations
Research & Discovery
17+ interviews across departments uncovered common pain points: broken search, outdated content, poor navigation, and lack of personalization. Personas were built, workflows mapped, and real frustrations turned into actionable insights.
Key Pain Points
Navigation: Multiple clicks needed to find basic tools
Search: Poor relevance ranking and incomplete results
Personalization: One-size-fits-all approach across departments
Workstation: Inefficient layout for daily desktop usage
Content: Outdated information without clear ownership
Research Methods
+
User Interviews
17 in-depth interviews with employees across departments
+
Analytics Review
6 months of usage data to identify patterns and pain points
+
Usability Tests
8 task-based sessions to evaluate current portal workflows
Before
Original portal with cluttered layout and unclear navigation hierarchy
After
Key Improvements
Prominent Search
"My Resources" and "Favorites" modules allowing employees to customize their workspace
Modular Dashboard
"My Resources" and "Favorites" modules allowing employees to customize their workspace
Visual Navigation
Intuitive iconography and clear labeling to reduce cognitive load when finding content
Optimized Layout
Efficient screen usage to maximize information density while maintaining clarity
Content Cards
Modular content cards for news, announcements, and apps with consistent styling
Quick Actions
One-click access to common tasks like requesting time off or IT support
Recognition
The redesigned portal didn't just work better—it stood out. Engage was awarded "Most Engaging Platform" by ServiceNow, recognizing its user-centered design and business impact.
ServiceNow Innovation Award
Recognized for exceptional UX and innovative implementation
“Freedom Mortgage has established clear and effective communication, governance, and roadmap strategies to facilitate very impressive adoption improvements for a portal that is less than six months old. Increasing from 457,768 views over a 9-month period to over 1.05 million views in just 4.5 months shows a dramatic increase in user engagement and impressed our judges.”
- ServiceNow’s 2025 Best Employee Portal Contest
Outcomes
The redesigned Freedom Mortgage Employee Portal delivered significant improvements across multiple metrics, justifying the investment and demonstrating the value of user-centered design.
User Satisfaction
92%
Approval rating in post-launch survey, up from 43% for the previous portal
Efficiency
37 minutes
Average time saved per employee on daily tasks
Task Success
94%
Tasks completed on first attempt, up from 62%
Support Tickets
76%
Reduction in IT support requests related to portal usage
User Adoption
86%
Daily active users across departments (up from 52%)
Training Time
92%
Reduction in onboarding time for new employees
"The new employee portal has transformed how our teams collaborate and access information. What used to take multiple steps and systems can now be accomplished in one place, making us more efficient and connected as an organization."
— Sarah Johnson, Chief Operating Officer, Freedom Mortgage
Takeaways
Internal tools deserve exceptional UX too
Applying the same level of UX rigor to internal tools as customer-facing products yields significant productivity and satisfaction gains.
Search isn't just utility—it's the front door
A powerful, accurate search function is the most direct path to improving productivity in information-dense environments.
Governance is part of the design
Content strategy and governance structures are as important as the interface design in ensuring long-term success.
Human-centered design drives real results
Our focus on actual user needs rather than assumptions led to measurable improvements in efficiency and satisfaction—and industry recognition.
Final Thought
This wasn't just a portal redesign. It was a culture shift—one that helped 8,000 employees feel more supported, connected, and in control.
And that's why we design.
Other Projects
See Project
→
See Project
→
Coming Soon
Connect with me to explore new design opportunities.
CONTACT
Twinkle Mohan
Case Study
Reimagining “Engage” — A Portal 8,000 Employees Deserve
Transforming an outdated intranet into a modern, intuitive platform that streamlines workflows and fosters collaboration
"It's so cluttered, I just bookmark my stuff and avoid the homepage."
— Feedback from an employee at Freedom Mortgage
project
Intranet Portal Redesign
Company
Freedom Mortgage
role
Lead Product Designer
tools
Figma, Miro, ServiceNow, Qualtrics, Usertesting
team
UX + HR + IT
The redesigned Engage portal dashboard, providing easy access to key tools and information
The Problem
Freedom Mortgage's internal portal, Engage, was meant to be a central hub—but had become more of a roadblock. It was cluttered, hard to navigate, and lacked the basic functionality people needed to get through their day.
Key Challenges
The original portal suffered from these critical issues that impacted daily operations:
1
Overwhemling & Cluttered
Information overload with poor visual hierarchy
2
Broken Search Functionality
Critical content was difficult or impossible to find
3
No Personalization
One-size-fits-all approach for 8,000 diverse employees
4
Outdated Content
Stale information with no clear ownership
Project Goals
Freedom Mortgage's internal portal, Engage, was meant to be a central hub—but had become more of a roadblock. It was cluttered, hard to navigate, and lacked the basic functionality people needed to get through their day.
Business Objectives
- Improve communication and productivity
- Reduce support tickets to HR/IT
- Boost engagement with internal tools
- Create a scalable platform for future growth
User Objectives
- Find information quickly and efficiently
- Personalize the workspace experience
- Access tools with fewer clicks
- Work efficiently at their workstations
Research & Discovery
17+ interviews across departments uncovered common pain points: broken search, outdated content, poor navigation, and lack of personalization. Personas were built, workflows mapped, and real frustrations turned into actionable insights.
Key Pain Points
Navigation: Multiple clicks needed to find basic tools
Search: Poor relevance ranking and incomplete results
Personalization: One-size-fits-all approach across departments
Workstation: Inefficient layout for daily desktop usage
Content: Outdated information without clear ownership
Research Methods
+
User Interviews
17 in-depth interviews with employees across departments
+
Analytics Review
6 months of usage data to identify patterns and pain points
+
Usability Tests
8 task-based sessions to evaluate current portal workflows
Before
Original portal with cluttered layout and unclear navigation hierarchy
After
Key Improvements
Prominent Search
"My Resources" and "Favorites" modules allowing employees to customize their workspace
Modular Dashboard
"My Resources" and "Favorites" modules allowing employees to customize their workspace
Visual Navigation
Intuitive iconography and clear labeling to reduce cognitive load when finding content
Optimized Layout
Efficient screen usage to maximize information density while maintaining clarity
Content Cards
Modular content cards for news, announcements, and apps with consistent styling
Quick Actions
One-click access to common tasks like requesting time off or IT support
Recognition
The redesigned portal didn't just work better—it stood out. Engage was awarded "Most Engaging Platform" by ServiceNow, recognizing its user-centered design and business impact.
ServiceNow Innovation Award
Recognized for exceptional UX and innovative implementation
“Freedom Mortgage has established clear and effective communication, governance, and roadmap strategies to facilitate very impressive adoption improvements for a portal that is less than six months old. Increasing from 457,768 views over a 9-month period to over 1.05 million views in just 4.5 months shows a dramatic increase in user engagement and impressed our judges.”
- ServiceNow’s 2025 Best Employee Portal Contest
Outcomes
The redesigned Freedom Mortgage Employee Portal delivered significant improvements across multiple metrics, justifying the investment and demonstrating the value of user-centered design.
User Satisfaction
92%
Approval rating in post-launch survey, up from 43% for the previous portal
Efficiency
37 minutes
Average time saved per employee on daily tasks
Task Success
94%
Tasks completed on first attempt, up from 62%
Support Tickets
76%
Reduction in IT support requests related to portal usage
User Adoption
86%
Daily active users across departments (up from 52%)
Training Time
92%
Reduction in onboarding time for new employees
"The new employee portal has transformed how our teams collaborate and access information. What used to take multiple steps and systems can now be accomplished in one place, making us more efficient and connected as an organization."
— Sarah Johnson, Chief Operating Officer, Freedom Mortgage
Takeaways
Internal tools deserve exceptional UX too
Applying the same level of UX rigor to internal tools as customer-facing products yields significant productivity and satisfaction gains.
Search isn't just utility—it's the front door
A powerful, accurate search function is the most direct path to improving productivity in information-dense environments.
Governance is part of the design
Content strategy and governance structures are as important as the interface design in ensuring long-term success.
Human-centered design drives real results
Our focus on actual user needs rather than assumptions led to measurable improvements in efficiency and satisfaction—and industry recognition.
Final Thought
This wasn't just a portal redesign. It was a culture shift—one that helped 8,000 employees feel more supported, connected, and in control.
And that's why we design.
Other Projects
See Project
→
See Project
→
Coming Soon
Connect with me to explore new design opportunities.
CONTACT
Twinkle Mohan
Case Study
Reimagining “Engage” — A Portal 8,000 Employees Deserve
Transforming an outdated intranet into a modern, intuitive platform that streamlines workflows and fosters collaboration
"It's so cluttered, I just bookmark my stuff and avoid the homepage."
— Feedback from an employee at Freedom Mortgage
project
Intranet Portal Redesign
Company
Freedom Mortgage
role
Lead Product Designer
tools
Figma, Miro, ServiceNow, Qualtrics, Usertesting
team
UX + HR + IT
The redesigned Engage portal dashboard, providing easy access to key tools and information
The Problem
Freedom Mortgage's internal portal, Engage, was meant to be a central hub—but had become more of a roadblock. It was cluttered, hard to navigate, and lacked the basic functionality people needed to get through their day.
Key Challenges
The original portal suffered from these critical issues that impacted daily operations:
1
Overwhemling & Cluttered
Information overload with poor visual hierarchy
2
Broken Search Functionality
Critical content was difficult or impossible to find
3
No Personalization
One-size-fits-all approach for 8,000 diverse employees
4
Outdated Content
Stale information with no clear ownership
Project Goals
Freedom Mortgage's internal portal, Engage, was meant to be a central hub—but had become more of a roadblock. It was cluttered, hard to navigate, and lacked the basic functionality people needed to get through their day.
Business Objectives
- Improve communication and productivity
- Reduce support tickets to HR/IT
- Boost engagement with internal tools
- Create a scalable platform for future growth
User Objectives
- Find information quickly and efficiently
- Personalize the workspace experience
- Access tools with fewer clicks
- Work efficiently at their workstations
Research & Discovery
17+ interviews across departments uncovered common pain points: broken search, outdated content, poor navigation, and lack of personalization. Personas were built, workflows mapped, and real frustrations turned into actionable insights.
Key Pain Points
Navigation: Multiple clicks needed to find basic tools
Search: Poor relevance ranking and incomplete results
Personalization: One-size-fits-all approach across departments
Workstation: Inefficient layout for daily desktop usage
Content: Outdated information without clear ownership
Research Methods
+
User Interviews
17 in-depth interviews with employees across departments
+
Analytics Review
6 months of usage data to identify patterns and pain points
+
Usability Tests
8 task-based sessions to evaluate current portal workflows
Before
Original portal with cluttered layout and unclear navigation hierarchy
After
Key Improvements
Prominent Search
"My Resources" and "Favorites" modules allowing employees to customize their workspace
Modular Dashboard
"My Resources" and "Favorites" modules allowing employees to customize their workspace
Visual Navigation
Intuitive iconography and clear labeling to reduce cognitive load when finding content
Optimized Layout
Efficient screen usage to maximize information density while maintaining clarity
Content Cards
Modular content cards for news, announcements, and apps with consistent styling
Quick Actions
One-click access to common tasks like requesting time off or IT support
Recognition
The redesigned portal didn't just work better—it stood out. Engage was awarded "Most Engaging Platform" by ServiceNow, recognizing its user-centered design and business impact.
ServiceNow Innovation Award
Recognized for exceptional UX and innovative implementation
“Freedom Mortgage has established clear and effective communication, governance, and roadmap strategies to facilitate very impressive adoption improvements for a portal that is less than six months old. Increasing from 457,768 views over a 9-month period to over 1.05 million views in just 4.5 months shows a dramatic increase in user engagement and impressed our judges.”
- ServiceNow’s 2025 Best Employee Portal Contest
Outcomes
The redesigned Freedom Mortgage Employee Portal delivered significant improvements across multiple metrics, justifying the investment and demonstrating the value of user-centered design.
User Satisfaction
92%
Approval rating in post-launch survey, up from 43% for the previous portal
Efficiency
37 minutes
Average time saved per employee on daily tasks
Task Success
94%
Tasks completed on first attempt, up from 62%
Support Tickets
76%
Reduction in IT support requests related to portal usage
User Adoption
86%
Daily active users across departments (up from 52%)
Training Time
92%
Reduction in onboarding time for new employees
"The new employee portal has transformed how our teams collaborate and access information. What used to take multiple steps and systems can now be accomplished in one place, making us more efficient and connected as an organization."
— Sarah Johnson, Chief Operating Officer, Freedom Mortgage
Takeaways
Internal tools deserve exceptional UX too
Applying the same level of UX rigor to internal tools as customer-facing products yields significant productivity and satisfaction gains.
Search isn't just utility—it's the front door
A powerful, accurate search function is the most direct path to improving productivity in information-dense environments.
Governance is part of the design
Content strategy and governance structures are as important as the interface design in ensuring long-term success.
Human-centered design drives real results
Our focus on actual user needs rather than assumptions led to measurable improvements in efficiency and satisfaction—and industry recognition.
Final Thought
This wasn't just a portal redesign. It was a culture shift—one that helped 8,000 employees feel more supported, connected, and in control.
And that's why we design.
Other Projects
See Project
→
See Project
→
Coming Soon
Connect with me to explore new design opportunities.
CONTACT
Twinkle Mohan