Selling Status

Introduction:

Internal compliance users regularly need to terminate agent selling privileges when eligibility changes (e.g., expired licenses, missing appointments). This action is irreversible and impacts multiple downstream records, which makes accuracy and clarity critical.

I was tasked with designing a safe, guided termination experience that could support multiple real-world scenarios while preventing errors, duplicate actions, and incomplete transactions.

Figma file

Problems:

• • Termination is a high-risk, irreversible action that can affect multiple selling status records, appointments, and transactions

  • Users previously lacked visibility into what records would be impacted before completing the action

  • Different scenarios required different behaviors:

    • Agents with active appointments

    • Agents with no appointments

    • Partial eligibility

  • Users could abandon the flow mid-process, creating risk for orphaned or unclear system states

  • Backend processing time required users to wait without clear feedback

My role:

• Designed the end-to-end termination experience for compliance users

• Defined interaction patterns, modal flows, and system states

• Identified and designed for edge cases and failure scenarios

• Partnered closely with product and engineering to align UX with system constraints

Finding a solution (Research, Concepting, Collaboration, etc.):

• Reviewed existing termination behaviors and compliance requirements with product stakeholders

• Mapped all known termination scenarios and system states:

  • Active appointment

  • No appointment

  • Pending termination

  • Completed termination

• Designed a modal-based, guided flow to slow users down and reduce error risk

• Introduced a review step that explicitly lists all impacted selling status rows

• Designed explicit exit points (Cancel, X) to ensure no partial submissions occurred

• Collaborated with engineering to determine how and when system status updates should surface in the UI

Design Approach

Guided, Single-Action Entry

• Termination is initiated from a single, intentional action

• System recommendations appear only when eligibility issues are detected

Multi-Step Modal Flow (When Applicable)

• Stepper communicates progress and reduces cognitive load

• Review screen confirms affected records before submission

• Submission requires deliberate confirmation

Edge-Case Handling

• If no active appointment exists:

  • No termination transaction is created

  • “Submit Transactions” is hidden

  • Selling status updates automatically to Terminated

Abandonment Safety

• Canceling or closing the modal results in no system changes

• No background or partial submissions are allowed

Post-Submission Feedback

• Selling status updates to Pending Termination

• Termination CTAs are removed to prevent duplicate actions

• Identified need for loading/progress feedback during async processing

Termiantion screen

Outcomes / Success stats:

• A consistent, scalable termination experience that supports multiple real-world scenarios

• Reduced risk of accidental or duplicate terminations

• Clear visibility into downstream impacts before irreversible actions

• Improved user confidence when performing high-risk compliance tasks

• A reusable modal-based interaction pattern adopted for other sensitive workflows

Termination flow

Termination Flow

Status: Attention needed

Confirmation

Design specs

Learnings:

• In compliance-critical systems, preventing action can be just as important as enabling it

• Users trust the system more when UI reflects real system states clearly and immediately

• Designing for edge cases early reduced complexity later in the process

• Close collaboration with engineering was essential to align UX intent with backend behavior