State of Vermont
In January 2020, the beautiful state of Vermont started the initiative to redesign the Professional Licenses application for all the 92 different licenses offered within the state.
Role
Lead User Experience Designer
Year
2022
Product
Web Application, Mobile
/// It is essential for every person requiring a professional license to have easy access to apply for a license, renew a license, and make a complaint against a licensee. Prior to 2020, users were having a difficult time accessing the application due to login issues, platform conflicts, and overall usability issues. The original product was produced on the Pega platform which is not compatible with over 53% of the IOS users. Many users could not apply or renew their professional licenses causing them to have issues working. Over 60% of the professional licensees were nurses. This was also during the start of the pandemic so it was essential for these workers to access the application.
/// I was the Lead UX Designer brought on with my Bresatech team. We were onsite in Vermont working closely with the Secretary of State and Director of State. They requested I interview over 100 users, including internal users, samples of external users, and board members. These users ranged from nurses, law enforcement, legal departments, and administration.
/// I gathered all the user interviews, deep dive research, worked closely with the engineering team, and created new prototypes. I presented my prototypes to the Director of State, listing the top 10 issues, the low hanging fruit, and created a new scope for tackling the redesigns. The main issue was the inability to log in to the current application. Once the user was able to log in, the application was so complicated that most users did not know how to complete simple tasks like updating information, logging course hours, or renewing the license.
/// Once the prototypes were approved, I worked closely with the business and development teams. We were able to respond quickly and released a new rebranded design in June 2020. We fixed the immediate issues and the users were able to test the new product. The Secretary of State and Director of State were so pleased with our redesign and response time, they pushed our designs over to other departments, starting with Health and Education. They also recommended our designs to the state of Florida and Texas.
