Redesigning an internal migration platform for clearer operations
PROBLEM STATEMENT
At Locaweb, the Migration Team managed customer requests to transfer websites, emails, and databases from external providers to the company’s infrastructure.
The internal platform already existed, but the experience was fragmented. Agents had difficulty tracking request status, finding key information, and understanding the history of actions taken during each migration.
The challenge was to redesign the platform so internal users could manage complex requests more efficiently, while clients could receive clearer updates about their migration progress.
OUTCOME
The redesigned experience made migration requests easier to track, review, and manage.
Although no formal metrics were available, feedback from the team indicated that the new structure reduced information search effort and improved confidence when handling complex requests.
IMPACT
• Improved visibility over migration status and request history.
• Made critical operational information easier to find.
• Created clearer separation between internal and client-facing statuses.
• Supported workload tracking through reporting views.
• Helped the team provide a more transparent migration experience to customers.
DESIGN PROCESS
A) UNDERSTANDING THE WORKFLOW
I worked with the Migration Team and development stakeholders to understand how requests were managed day to day.
The goal was to identify where agents were losing time, what information was difficult to access, and which parts of the flow needed better structure.
B) ORGANISING INFORMATION FOR DIFFERENT USERS
The platform served both internal agents and clients, but each group needed a different level of information.
Internal users needed detailed operational data, while clients needed a simplified view of progress. To address this, the redesign separated internal statuses from client-facing updates.
C) IMPROVING REQUEST VISIBILITY
A key focus was making each migration request easier to understand at a glance.
I redesigned the information structure so agents could quickly review the current status, previous actions, and relevant request details without relying on manual searches or scattered information.
D) SUPPORTING OPERATIONAL REPORTING
I also designed reporting views to help the team monitor migration requests by type and status.
This gave the operation better visibility over workload, demand, and potential bottlenecks across website, email, and database migrations.
A simplified view of how customer migration requests moved through internal execution and client-facing communication.
The redesigned platform helped the Migration Team preserve the complexity of the workflow while making status, history, and reporting easier to understand.
A simplified view of how customer migration requests moved through internal execution and client-facing communication.
