The Problem & Goal
The app previously lacked a dedicated feature for managing disability certificates, which are crucial for users to access various services and benefits. Users had to visit physical offices or navigate through third-party systems to manage their certificates, leading to delays and frustration.
The goal was to introduce a new feature that allowed users to apply for, update, and manage their disability certificates entirely through the app. The design needed to be intuitive, clear, and user-friendly.
Role & Responsibilities
As the sole designer, I was responsible for the entire design process, including user research, defining the user journey, wireframing, and creating high-fidelity prototypes. I worked closely with developers and stakeholders to ensure that the feature met both user needs and technical requirements.
User Research
During the research phase, I interviewed users who frequently needed to update or manage their disability certificates. They expressed frustration with the current process, citing long wait times at physical offices and a lack of guidance for what documents or steps were required.
Information Architecture
Low-Fidelity Prototype
High-Fidelity Prototype
Impact
After launching the new Disability Certificate Management feature, complaints and feedback about certificate-related operations, including issues with application processes and document submissions, reduced by 36% compared to the same period last year.
There was also a 29% month-over-month improvement in overall user satisfaction, with users appreciating the simplified navigation and transparency of the new system.