Disconnected workflows left users lost and frustrated. Here’s what went wrong
As part of IBM’s Security ecosystem, Horizon was designed to help customers submit security requests. However, with 12 request categories directing users to separate external portals, the experience felt fragmented, forcing them to leave the platform repeatedly and breaking trust and continuity. It became clear: Horizon needed to feel unified, not scattered.
It was always about turning complexity into clarity through co-creation. Let’s take a look
Following the IBM Design Thinking framework (Understand → Explore → Prototype → Evaluate), we began by breaking down complex workflows and mapping the current experience using Mural. We defined personas and surfaced pain points across portals. In the Explore and Prototype phases, we used the Carbon Design System to guide interface improvements and ensure consistency.
