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.
Persona
Name: Wang Ruo
Age: 42
Occupation: Office Administrator
Location: Chengdu, China
Background:
Wang Ruo has a physical disability that requires him to use a wheelchair. He relies on a disability certificate to access essential services, such as public transportation discounts and healthcare benefits. However, managing and renewing his certificate has always been a challenge due to the time-consuming and inconvenient in-person process. He often has to visit multiple government offices and provide extensive paperwork, leading to delays and frustration.
Pain Points:
- Difficult application process: Previously, he had to visit multiple offices to submit or renew his disability certificate.
- Lack of guidance: The existing system didn’t provide clear instructions on required documents.
- Long wait times: Delays in approvals and physical paperwork submissions made the process inefficient.
- Accessibility issues: Traveling to government offices was inconvenient due to limited mobility.
Goals & Needs:
- Wants a fully online system to apply for, renew, and update his disability certificate.
- Needs step-by-step guidance on required documents and processes.
- Prefers a mobile-friendly interface for submitting and tracking applications from home.
- Values timely notifications about application status and certificate expiration.
How This Design Helps:
The new Disability Certificate Management feature allows Wang Ruo to apply, renew, and update his certificate directly through the app. The step-by-step process, document checklist, and real-time tracking eliminate confusion and reduce the need for physical visits. The introduction of status notifications ensures that Wang Ruo stays informed about his application progress, significantly improving convenience and accessibility.
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.