One-stop Portal for Licence/Permit Application
🎯 Role : UX/UI Designer
🛠️ Product : System UI Design
🕰️ Timeline : Aug 2024 - Dec 2024
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● Introduction & Background
A Portal in Need of Transformation
The existing system of handling the licensing and permit applications for businesses and individuals was outdated and inefficient. As a UX/UI designer, my role was to lead the redesign of the licensing portal that modernized the user experience while improving the operational efficiency throughout the whole application process.
This case study explores how we tackled complex pain points and collaborated with stakeholders to deliver a solution that met the end-users and department officers needs.
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● Understanding the Problem
We conducted in-depth research to identify the pain points of two key user groups.
👩🏻💻 Applicants
Applicants fill out paper forms and submit them via email, post, or in person.
The existing portal lacked user-friendly navigation and a modern interface.
Corporates needed officers to handle different applications.
🕵🏻 Department Officers
Officers had to manually validate applicant information, which was prone to errors.
Applicant records were scattered, making it difficult for officers to manage and retrieve.
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● How we arrived at the solution
We had adopted an user-centered design process to deliver a comprehensive solution tailored to user needs.
Stage 1: Discovery & Definition
We began by aligning with stakeholders on project goals and priorities, which are important to establish a shared vision for the portal.
Stage 2: Ideation & Exploration
To address the identified issues, we presented three distinct design styles to gather user comments, allowing us to ensure a design direction that resonates with their preferences.
🌟 Outcome: Users have selected the graphic and colour from style 2 with the layout and stepper design in style 3.
Stage 3: Design & Testing
Once the style was finalized, we created UI for key pages and tested them with users.
Stage 4: Delivering Solution
With the confirmation on the key pages, we moved forward with designing the full portal. This included creating a comprehensive design system to ensure consistency across all pages and components.
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● Presenting the final solution
We created a portal that works for everyone!
The design process culminated in a one-stop portal that streamlined the licensing process for applicants and improved operational efficiency for officers.
1️⃣ Simplified Online Application
Real-time data validation with error message ensures accurate inputs, stepper provides a clear progress indicator and draft saving allows users to pause and resume applications seamlessly.
2️⃣ Real-time status tracking and notifications
Users receive instant updates on application progress and automated notifications for key milestones, ensuring transparency and reducing manual follow-ups.
3️⃣ Multi-user support for corporate accounts
Corporate accounts can assign multiple users with role-based permissions, enabling efficient collaboration and secure application management.
4️⃣ Centralized Records for Efficient Management
Centralized records with search and filtering streamline data retrieval, improving efficiency and transparency for managing submission history and user accounts.
5️⃣ Improve User Experience with Modern Interface
A clean, responsive, and accessible interface enhances usability across devices, providing a modern and intuitive user experience.
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● Challenges and step forwards
Last but not least, we faced a few challenges, but we got through them and kept moving forward!
🚨 Balancing Stakeholder Expectations
Each group of users brought different perspectives and priorities to the table when we aligning on the design direction.
💊 Leveraging Metronic Framework
It allows customization to meet diverse user needs, making it easier for user to agree on a shared design vision.
🚨 Tight Timeline
The tight timeline demanded fast delivery, which added pressure. Efficient planning and rapid decision-making are required.
💊 Agile and Parallel Workflow
We delivered designs in batches and encourage developer involvement in early stage to ensure smooth handoffs.
🚨 Ensuring Scalability
The portal was designed with future growth in mind, requiring a robust and adaptable foundation.
💊 A Flexible Design System
We developed a comprehensive and flexible design system that could seamlessly incorporate new features and updates.
⋆·˚ ༘ * Ready for the next story? Let’s go! ⬇️ ₊˚⊹⋆
