Commercial Agents
Redesign
NSW Government | 2024 | UX, Servcie Design, UI skills and Product Strategy
The commercial agents licence was a complicated process with strict regulation, in need of an experience uplift to support business teams and customers
The Problem
The Commercial Agents scheme was a highly sophisticated process due to it's heavy state and federal regulation. As the licensee's are debt collectors there are additional financial and security reviews applicants must undergo before receiving the licence, resulting in a rigid regulation
It was being migrated to a new platform per the state Government's digital uplift initiatives. This scheme of licences were all paper application that required extensive manual checks and communication to the customer, increasing operating costs to the business
The Process
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I reviewed the service blueprints to identify the screens needing to be built
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Sketched the screens with unique or important interactions, such as:
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Instant validation for other licence pre-requisites
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Advanced UI decision trees that impacted what UI displayed
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Information Architecture - Breaking the UI elements into more phased screens streamlined the information to not obverload the customer.
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Wireframing - While some of the screens were straight forward designs, there was complexity in how much information
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Visual design - I created new ones to accommodate the new instant validations with the financial databases that enabled customers to proceed for straight througb processing
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Prototyping - I made the figma design interactive. In doing so, I saw the need for more pop up's by making 'hard stop' to re-route the user back to the start if their answers meant they would not qualify for the licence.
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User testing - We tested the design with our 6 users. During this stage we discovered we needed 1 additional support functionality as an external links and 2 help buttons to clarify legal and financial obligations, all to enable a better completion rate.
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Hand off to technical build - Ensure the engineers and data architects understood the design and the team was aligned
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Support programming and implementation
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Support change management material creation - As I created the designs I was able to create materials articulating best use practices, how it is different and the value it delivers.
The first transaction launched was for individual new application. This process was repeated for both the individual and corporations for apply, renew, cancel, change of organisational details and change of personal details
Mutual Recognition Service Design
I designed the Mutual Recognition service design to support the launch of this scheme, to be used when customers have an interstate licence to be used in this jurisdiction. This was used as the template for other schemes due to it's simple end to end flow, and how it was flexible to be configured to other agencies.
To make it agnostic for reuse, I highlighted points in the journey to be customised to fit regulation, and articulated the specific points of change and what could be configured.
Please click the image to the left to view a higher resolution copy.
UI
Post launch metrics
Customer feedback
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Overall the Commercial Agents licences had a 72% 'thumbs up' positive sentiment by those who completed the transaction.
Agency feedback
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Reduced their spending on labour with straight through processing enabled. This allowed their team to focus on cpomplex cases that require care.
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Saw a reduction time of 4 minutes in the cases needing manual intervention.
No major issues were reported during or after hyper-care and the Commercial Agents licence scheme transitioned to BAU.