PGDB
REGISTRATION &
LICENCING APP

GOAL

Our primary goal was to develop an application that simplifies the process of registration and license renewal for plumbers, gasfitters, and drain-layers across NZ. By creating an intuitive and accurate platform, we aimed to reduce the reliance on phone calls and manual work caused by inaccurate data and lack of instruction. These inefficiencies were negatively impacting PGDB's overhead costs.

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CHALLENGE

The challenge lay in accommodating users with varying levels of computer literacy while addressing the sensitive nature of handling personal information and legal documents. Ensuring data accuracy and streamlining the user experience across the entire journey were crucial aspects of our solution.

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OBJECTIVE

Informed by user insights, our primary objective was to eliminate any uncertainty, confusion, and cognitive overload from the user flows. By doing so, we aimed to minimize user errors and decrease the number of phone calls. Recognizing the importance of transparency and clarity, the application focused on delivering detailed guidance to users regarding fees, key dates, legal obligations, supporting documents, timeframe, and next steps throughout the licensing and registration process. By ensuring that users have access to accurate and understandable instructions, the application aimed to simplify complex procedures and empower individuals and businesses to navigate the licensing and registration requirements with confidence and ease.

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RESEARCH METHOD

To achieve our objectives, we employed a combination of quantitative and qualitative research methodologies. These included stakeholder interviews, problem discovery workshops with priority matrix, task analysis, personas, and card sorting. Additionally, we conducted competitor analysis, user interviews, affinity mapping, usability testing (both moderated and unmoderated), heatmapping, expert reviews, market analysis, and customer journey mapping.

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SOLUTION
Our proposed solution is a robust web-based application management portal that incorporates various features to streamline the application process for applicants and enhance administrative capabilities for administrators. Key Features and Functionalities included:

User Authentication and Account Management:

• Implement a secure user authentication system that allows applicants and administrators to create and manage their accounts.

• Safely store user information, including login credentials and personal details.

 

Applicant Dashboard:

• Provide applicants with a user-friendly dashboard upon login, displaying their current and past applications.

• Enable applicants to initiate a new application by filling out a multistep form, ensuring a smooth application experience.

• Allow applicants to upload supporting documents securely, ensuring the confidentiality of sensitive information.

• Integrate a payment gateway to facilitate seamless online payments for application fees.

• Empower applicants to manage, revise, and track the progress of their applications easily.

• Enable applicants to nominate a supervisor, if required, after conditional approval.

 

Admin Dashboard:

• Provide administrators with a dedicated dashboard to efficiently manage the application process.

• Offer a centralized view of all applications, displaying their status and relevant details.

• Allow administrators to schedule, edit, and prepare applications for board meetings or reviews.

• Facilitate seamless communication with applicants by requesting additional documents or information.

• Enable administrators to upload application outcomes, ensuring timely access to decisions by users.

• Implement access controls to ensure authorized personnel can access and modify application data.

 

Document Management:

• Develop a secure document management system to store and organize supporting documents uploaded by applicants.

• Enable administrators to access and review uploaded documents for efficient decision-making.

• Implement version control or revision history to track document updates and changes accurately.

 

Notifications and Communication:

• Implement a comprehensive notification system to keep applicants informed about the progress and status of their applications.

• Utilize email or in-app notifications to communicate important updates, such as requests for additional documents or application outcomes.

• Foster seamless communication between applicants and administrators through an integrated messaging system.

 

Reporting and Analytics:

• Implement reporting functionalities to generate insightful analytics and statistics on application data.

• Provide administrators with interactive dashboards and visualizations to track application trends, success rates, and other relevant metrics.

 

 

DELIVERABLE

The following deliverables were produced during the project: personas representing different user types, information architecture and site map for intuitive navigation, wireframes showcasing the layout and structure of the application, user stories to capture user requirements and scenarios, hi-fidelity clickable prototype for realistic interaction testing, style guide for maintaining visual consistency, design libraries, systems, and toolkit for efficient design implementation.

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RESULT

Our meticulous research and user-centered design approach yielded significant improvements in key user behavior metrics:

• User Errors: Decreased by 60%, resulting in more accurate data submissions and reduced manual intervention.

• Phone Calls: Reduced by 50%, indicating improved clarity and self-service capabilities within the application.

• Time Savings: Users reported an average time reduction of 30% in the license registration and renewal process.

• User Satisfaction: Overall user satisfaction scores increased by 25%, reflecting a positive impact on the user experience.

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