Freelance project · SaaS
Dynamic intake forms in front, a clear review dashboard behind
PSM Screening Platform streamlines complex intake and screening through smart form submissions. People fill in dynamic forms, and internal agents review, verify and act on the data in a dashboard. I designed both sides: the forms and the agent workspace.
01The problem
Screening for eligibility, onboarding or support needs a lot of information, and long static forms put people off. On the other side, agents receive submissions with missing or unclear data and spend time chasing it. The platform had to make filling in easier and reviewing faster at the same time.
Who it’s for
Applicants
Answer only the questions that apply to them and see how far they are.
Review agents
See each submission laid out so they can verify it and decide quickly.
Team leads
See the queue, workload and decisions across agents.
02The main flow
01
Start the intake form
02
Answer dynamic questions
03
Submit the form
04
Agent verifies details
05
Decision and next step
03Structure
Intake
Queue
Submission
Admin
04Key decisions
Decision 01
A single form that covers every case asks most people questions that don’t apply to them.
Considered
One long form with optional sections people skip themselves.
Chosen
Questions branch on earlier answers, so each person sees only what applies, with progress shown by section.
Why it works
Shorter paths are easier to finish and easier to answer correctly. Agents get cleaner data as a result.
Decision 02
Agents had to read a whole submission to work out what still needed checking.
Considered
Show the raw answers and let each agent verify in their own way.
Chosen
Each submission opens with a short checklist of items to verify, linked to the answers they relate to, beside the decision buttons.
Why it works
The checklist makes review consistent across agents. It also shows at a glance how close a case is to a decision.
Decision 03
Incomplete submissions either got rejected too early or sat untouched while agents waited for answers.
Considered
Use only approved and rejected states.
Chosen
I added a Needs info status that sends a request back to the applicant and keeps the case in its own queue.
Why it works
It separates waiting from deciding. Agents can see what is blocked on them and what is blocked on someone else.
05What’s inside
Questions adapt to earlier answers, so each person sees only what applies.
Missing or invalid answers are flagged before the form is submitted.
Submissions grouped by status, so agents know what to pick up next.
Each case lists what to check, linked to the answers it concerns.
Leads see workload and decisions across agents.
06Outcome
Delivered
What I learned
A good intake form is half of a good review tool.
Designing the waiting states, not just the decisions, is what keeps a queue moving.
Next step
Pick a time that suits you. You'll leave the call with a clear next step, whether we work together or not.
