Project Overview:
Elevating User Experience
I focused on improving the user experience within the permit application process, targeting the reduction of common issues that led to application rejections. My objective was to create a more intuitive interface that streamlined the user journey.
Challenge Analysis:
Identifying Key Issues
During the project, it became evident that there were significant challenges within the application process, resulting in a notable number of applications being returned. Addressing these challenges was essential for enhancing user satisfaction.
User Engagement:
Understanding Diverse Perspectives
We engaged with various customer segments to ensure our design solutions addressed a wide range of user experiences. This approach allowed us to better understand the specific needs and frustrations of each group.
My Role:
Defining Contributions and Impact
As a UX Researcher and Designer, I was responsible for:
• Discovery: Conducting user interviews to gather insights into their experiences during the application process.
• Define and Ideate: Analyzing collected data to pinpoint key issues and brainstorm potential solutions.
Creating Personas and Journey Maps: Developing personas and journey maps to visualize user pain points, which guided our design decisions.
Project Scope:
Navigating Limitations
Our design efforts were conducted using available tools, which presented some challenges. Despite these limitations, we adapted our approach to deliver effective solutions within the project’s timeframe.
Empathy-Driven Design:
Understanding User Needs
By creating personas, I gained insights into users’ frustrations and needs. This information was instrumental in presenting findings to stakeholders, emphasizing areas that required attention.
Journey Mapping:
Uncovering User Frustrations
Journey mapping was crucial in uncovering gaps in the user experience. Collaborating with the team, we developed targeted solutions to enhance the overall application process.
Insights Collection:
Informing Design Strategy
User interviews provided valuable data that informed our design strategy, helping us better understand the obstacles applicants faced.
Results and Reflections:
Measuring Success
The project successfully improved the application process, resulting in a measurable decrease in issues related to submissions. Key takeaways included the importance of incorporating user feedback and remaining flexible in our design approach.
Conclusion
Commitment to User-Centered Design
Through this experience, I reinforced my dedication to user-centered design principles. By continuously seeking user insights and refining our solutions, I aim to contribute to processes that prioritize user needs.
