Jasmyn Fall
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Compliable

Case study

Managing Gaming License Renewals

Description
Year
2022
Services
B2B Enterprise Software
‍Desktop UI/UX
Company
Compliable
Role
UX Lead
The Challenge
Compliable is an online platform designed to aid gaming companies in managing their employees' gaming licenses to ensure compliance with local government regulations. In order to secure a continuation of a contract with an important client, Compliable sought to enhance its services by developing a solution to facilitate the management of employee license renewals. This solution involved informing users of their upcoming license renewals, allowing them to renew their licenses within the platform, and enable the effective monitoring and management of future renewals.
The Solution
A multifaceted system comprising a dashboard, email notifications, and several other unique design elements aimed at facilitating the seamless renewal of employee licenses while enabling their managers to track and manage their progress.
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Planning
Research

At the outset of the project, it was imperative to acquire an understanding of the license renewal process. This was an enormous undertaking, considering that our platform currently catered to 16+ states, each with distinct renewal applications. To gain insight into the renewal process I contacted our customer success team. The information I received was not particularly comprehensive, only indicating that some renewal application forms were identical to the original application forms, while others required new information.

It became evident that the first step in this project would be to conduct an inventory and analysis of the renewal applications forms for every state we would be supporting. Moreover, we were dealing with different types of employees who would require different renewal forms, making it an intensive task. I created a Miro board to begin collating and organizing my research.

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Researching renewal forms
Research

I gathered renewal forms, organizing them by license type and state. I then reviewed each form, taking detailed notes and comparing them to their related original license application. This process allowed me to discern patterns that were present in the renewal forms, which I outline below:

01

Confirming and updating personal details such as name, address, and phone number.

02

Questions concerning any changes that have occurred since the previous application, such as criminal convictions or bankruptcy.

03

New questions that were not present on the original application form

04

Provide updated documents, previously requested documents, and newly requested documents.

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Determining strategy
Define

With the aforementioned design considerations in mind, I proceeded to develop three distinct integration options and associated mockups for the renewal process within our current product and user flow. Collaborating closely with the product owner, we discussed the technical feasibility and cost implications of each option to inform the subsequent design approach.

  1. Renewal replaces Original form
  2. Renewal is added on to Original form
  3. Renewal separate from original form

Following deliberation, we collectively determined that Option 1 was the most prudent choice. This decision was based on the rationale that once a user initiates the renewal process, they have no further need to edit their original application form, leaving Option 3 unnecessary. Our decision was additionally informed by strict developmental possibilities and constraints, including the inability to add new questions to existing forms, which made Option 2 unfeasible.

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Creating a user flow
Define

With Option 1 chosen, I then began to create the architecture of this experience starting with the happy path. I started by mapping out the existing user flow. I then took the 6 patterns of renewal tasks I had found prior and began to visually identify where each task could fit into the current experience. This process entailed piecing together the individual components, much like assembling a puzzle, and creating a user-friendly flow that facilitated task completion.

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Translating patterns into design
iteration

The next step was to translate these design patterns into achievable tasks for our users. This involved an ideation process in which I brainstormed and designed various design components, while also introducing some more novel design strategies to the overall approach.

iteration

I developed an introductory screen that communicates to users that they will be completing a renewal form and provides an overview of the next steps in the process.

iteration

The subsequent screen utilizes interactive tiles, which enable users to confirm and verify the information required for the renewal process.

iteration

The tiles inform the sections of the form that we call out for users to review. We identify sections that need review with arrows and expand on the task to be done using informative modals.

In this particular instance, the user had specified a change in their address on a previous screen. Thus, upon arriving at the address section of the form, we inform the user of the task they need to undertake in this section.

Although our original intent was to streamline the renewal process by removing extraneous sections left over from the original form, technical and time constraints rendered this unfeasible. Consequently, we implemented the arrow indicator to notify users of the sections they need to review and update. This approach was also applied in the documents section of the form.

iteration

I also designed notification emails for both managers and employees. Emails are sent to employees 30 days in advance of a license expiration and as a monthly report to managers.

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Moving forward & Reflections
looking back

In order to meet time constraints, we had to expedite the delivery of our designs and specs to the development team to allow the client immediate usage of the platform for their employees' license renewals. Furthermore, due to the same time constraints, we postponed the development of the interactive tiles to a future release. Despite these constraints, I planned to perform usability testing in the near future as well as gather data from our initial rollout to the client. The fast-paced nature of this process was indicative of the reality of working at a dynamic startup that was bound by a need to demonstrate its viability and secure funding. This pushed I and our team to be highly iterative and collaborative in order to deliver.

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