The company

The Canadian Resident Matching Service (CaRMS) is a national, not-for-profit organization that provides an electronic application service and match process for medical residency positions in Canada.

CaRMS facilitates the matching of medical graduates with residency programs in various specialties and disciplines across the country. The process involves applicants submitting their preferences for residency programs, and program directors submitting their preferences for candidates.

The product

CaRMS Online (COL) is the web-based platform provided CaRMS for both applicants and residency program directors to manage the residency matching process. It serves as the central hub for all aspects of the residency application process in Canada. It facilitates the entire residency matching process, from application submission to the final match results. It provides a convenient platform for applicants to participate in the Canadian residency matching process.

Project Overview

The COL Revitalization project was aiming to make CaRMS Online easier and better to use. We’re creating smoother workflows and cleaner, more user-friendly designs so everyone can navigate the residency matching process faster and with less hassle.

My Role as a product designer

• Led the development of the design process of the new build

• Collaborated closely with product manager, product owner, and other agile teams by participating in weekly workshops

• Produced flowcharts, wireframes, mock-ups, and interactive prototypes, and gathered stakeholder feedback to inform design decisions

Clunky Navigation

• Users frequently reported difficulties in navigating the CaRMS website. The layout and organization of information were often unclear, making it challenging for applicants and residency programs to find what they needed efficiently.

• Basic tasks such as accessing application forms, reviewing program descriptions, or submitting documents were not always straightforward, leading to frustration and wasted time.

Unintuitive Design

• The design of the CaRMS interface was often described as outdated and unintuitive. Users expected certain features or functionalities to be located in logical places based on common web design conventions, but they often encountered unexpected obstacles or dead ends.

• Elements such as buttons, links, and menus were sometimes poorly labeled or placed inconsistently, making it difficult for users to understand how to interact with the platform effectively.

Foundational Flows

By mapping out process flows, the team gained a holistic understanding of the user journeys, enabling us to streamline processes, and ultimately deliver a more efficient and satisfying experience for users navigating the COL platform.

Wireframes

• The primary focus is on streamlining the process to make it shorter and more efficient.

• Clear navigation paths, intuitive interface elements, and concise content placement are key considerations, aimed at minimizing cognitive load and facilitating quick comprehension of tasks.

• Regular team meetings allowed us to incorporate quick feedback and adapt our approach as needed, ensuring that the revamped CaRMS Online would deliver an efficient user experience that meets the evolving needs of our diverse user base.

Prototypes

• Through hands-on prototyping and frequent design reviews, I narrowed down what truly worked for users—balancing usability with business needs.

• Bringing concepts to life visually helped align the team early. Stakeholders responded positively, noting how the visuals clarified our direction and sped up decision-making.

✅ Faster decision-making later

Early clarity meant fewer disagreements or back-and-forth during design and development.

✅ Stronger cross-team alignment

Developers, designers, and business teams had a shared understanding of goals.

✅ Enabled iterative testing

Gave a starting point for building prototypes and getting user feedback sooner.

Communication

One key lesson was the importance of stakeholder collaboration and effective communication in driving successful design outcomes. Working closely with various stakeholders taught me how to navigate differing perspectives and priorities, ultimately leading to more informed design decisions.

User-centricity

Additionally, I deepened my understanding of user-centric design principles and the significance of user feedback in shaping product development. Incorporating user feedback into the redesign process allowed me to create solutions that truly resonated with our target audience, enhancing overall usability and satisfaction.