In collaboration with Snapsheet’s development and support teams, I employed a user journey mapping technique to pinpoint the critical stages where users commonly faced difficulties within the Shop and Adjuster Portals. By walking through the actual workflows of repair shops and adjusters, I gained a detailed understanding of the end-users’ interactions with the portals. This approach allowed us to highlight specific pain points and optimize the design to address those areas. The concept for the infographics focused on creating an intuitive, visually clear guide that minimized cognitive load, using icons, color-coded sections, and step-by-step processes to make complex tasks easily manageable for users of all technical skill levels.