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Renewal Management Redesign

This project was for Ontario Government to optimize the process of device renewal and redesign the digital tool for employees and renewal team members.

Role

UX Design Consultant

Outputs

User research

Usability testing

Design library

Year

2022-2023

User research & job shadowing

User research findings

  • We conducted job shadowing with 7 renewal leads and interviewed 12 branch contacts who support the renewal process.

  • The renewal team and clients seek a simplified process

Why we need the modernization:

  • The primary toolsets were established 10+ years unable to adapt to today's hybrid work environment

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Discovery and Research

  • We collaborated with the design strategy team to discover the business value & key features

  • We created high-level concepts then modified the solution with input from frontend/backend developers and accessibility experts

Project Plan

  • Manage Card is a series of self-served functions so we built a roadmap of the project

  • As the lead UX designer, I defined the priority of the feature to be released according to the research findings and urgency of the user cases

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User Testing

  • There were multiple rounds/types of testings conducted to support the design decisions:

  • Several remote testings to figure out the best label and content

  • Usability testing to collect feedback on Manage Card Hub & Activate Card experience

Design Challenges

  • The lock-card experience is simple & quick on the frontend, but we overcome several challenges on backend, including requirements from Fraud, Security and Legal

  • We removed the original business requirement of 15-day auto-freeze but introduced a notification according to the Pilot testing feedback

  • Replace-lost/stolen flow has severe Legal requirement to secure users' cards from fraud concerns. We updated the design with several versions to meet the requirement.

Design Management

During the project, I was promoted to design manager. My main responsibility was changed from leading the project design to arranging resources, reviewing designs and defining scope of future enhancements.

As a design manager, I also focused on building a seamless collaboration between Product, Design & Technology. We organized a weekly design-tech review to discuss tech constraints or accessibility concerns behind design concepts.

Next

Card Management Hub

was suggested to create a central place of all cards & services, but it was paused as we noticed users prefer checking card details or transaction history before taking actions with user observation & testings. But I suggested to have follow-up research as users might have a different behaviour in a real context.

We could consider improving the experience with more technology:

voice control

will help to quickly access the card controls when driving or looking for cards

intelligent-suggestion 

will help to provide a more contextual & personalized control by analyzing transaction pattern & detecting locations

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