State Government (Portal / Gateway project)

Redesign of the business portal and business gateway

Overview

Improved a state government’s digital services by modernizing legacy systems, eliminating manual steps, enhancing user experience, and integrating various public services, ultimately increasing efficiency and accessibility for citizens.

Pain Points

– Setting up a business was time-consuming and confusing.
– Multiple calls to the government required to complete even simple tasks.
– Manual updating of the site’s marketing content.

Goal

– Automated Business Gateway content strategy that aligned to state and federal mandates.
– Streamlined and responsive portal for business users.

Approach

– Analyze the current state and suggest improvements via automation, analytics, and custom tools.
– Review UX research results using card sorting, A/B testing, competitor analysis, and ethnography.
– Design the complex flows, delegate the rest, and provide feedback and direction before sharing.
– Create intuitive, task-oriented design flows with efficient self-service and a clear sense of place.

Outcomes

– Designed 70+ wireframes.
– Produced 20+ end-to-end process flows.
– Produced a comprehensive UX research deliverable.
– Developed new interfaces, navigation, templates, style guide, and content guidelines.

Agile Methodology

– Scrum

Technology

– Confidential

My Contributions

UX Designer: two months
Leadership

Spearheaded design initiatives and empowered two-person creative team by fostering a culture of innovation, accountability, and internal leadership. Maintained clarity on project status and key results through consistent tracking and communication rhythms, enabling the entire organization to progress confidently against quarterly OKRs.
Strategy

Empower entrepreneurs through radically simplified self-service.
Transform cumbersome government business registration through intuitive design grounded in rigorous user research via deep analysis of pain points to reveal opportunities to simplify complex systems.
Research

Perception studies, mapping the playing field, cognitive walkthroughs, A/B testing, card sorting, heuristic evaluations, As Is / To Be process flows, use cases, user personas
Design

Brought ideas to life by prototyping over 100 wireframes to enable informed product decisions. Streamlined systems and processes through creating and refining 25+ flow diagrams, bolstering organizational efficiency. Upgraded visual language through an enhanced style guide, driving heightened consistency across customer touchpoints.

Project Gallery

State Government (Portal / Gateway project) 1

Transaction details and status

State Government (Portal / Gateway project) 2

Part of the purchase flow