Project Overview
- Improved National Pet Registration Information System’s NPS from -39 to 20, and SUS from 54.6 to 80.3
- Oversaw team to collaborate with Council of Agriculture and Rich-Field Co., Ltd. to solve issues with digital pet registration
- Established design system for consistent experience and better implementation
My responsibilities (Project Manager) include:
- Set up over 30 interviews
- Reconstructed Architectural Information through 20 card sorting and analysis
- Designed UI/UX for the front stage
- Organized a co-creation workshop with nine stakeholders
- Communicated with clients to ensure design tasks are aligned
- Conduct usability tests and received 150+ responses
- Delivered design wireframes and coordinating with developers
- Presented project progress to clients every 2 months
Mind Learnings
Holistic communication can effectively and efficiently propel stakeholders forward.
“Big thanks for finding those blind spots in our complex workforce” When a government employee praised my simple yet impactful insights, I saw a designer’s ability to empower the government’s workflow through holistic communication and user-centered design.
Design served as a bridge between stakeholders with a holistic view
In the past, users faced challenges on Pet System without a proper resolution method. In this project, we facilitated the identification of user issues, converting them into implementable solutions, and collaborating with engineers for their implementation. That is to say, design is a mindset that uncovers real user problems and provides effective solutions.
Influenced a shift towards user-oriented and inclusive mindset
While the develop company prioritized effectiveness over usability, I presented users' quotes to showcase their needs and motivate engineers indirectly. Drawing on my knowledge of programming languages, I ensured that task proposals were realistic and discussed potential implementations collaboratively. This approach fostered empathy and facilitated effective communication between design and the development company.
Challenges
Pets in Taiwan are growing faster than babies
More pets, more accountability for pet owners
With the pet population in Taiwan expected to exceed 4 million by 2025, encouraging pet registration is a key regulation that promotes the safety and welfare of pets.
Poor service impact on pet welfare and management
The current Pet Registration Information System (PRIS) in Taiwan has a poor user experience, leading to a burden on administrators, which in turn hampers pet registration management.
UX Research
To explore users’ pain points, I led a team to conduct interview and usability tests with diverse stakeholders of PRIS.
To collect more feedback and qualitative data, 105 usability tests were conducted online.
Given the substantial user base of PRIS, where users have their preferred devices for accessing the system, we conducted remote and unmoderated usability evaluations. This approach enabled us to assess usability among a broader range of users and gathered diverse feedback and qualitatively data.
Research Insights
Unsatisfactory digital systems result from a poor understanding of users
The Pet Registration Information System (PRIS) in Taiwan is essential for connecting pet management services to stakeholders. Unfortunately, through researching, we found out that current system, hastily designed without user consideration, has led to burdensome administrative processes, decreased public usage, and negative impacts on pet management policies and animal welfare.
How might we help PRIS improve its usability and further empower the government workforce and deliver better services to the public?
⭐️ Insight
Interviewed diverse stakeholders to accelerates the efficiency of gaining insights
With diverse PRIS users and purposes, efficient interview planning and organization are essential. In this project, we interviewed seven individuals according to the stakeholder map, providing comprehensive insights into nearly all aspects of PRIS. This approach greatly enhanced research efficiency.
Sharpened skills to be comfortable in unfamiliar and ambiguous environment
Initially fearful of animals and lacking knowledge about pets, I extensively studied pet-related issues, including topics like pet registration and animal shelter management. Engaging in conversations with passionate friends, I gained a comprehensive understanding and quickly immersed myself in the field, actively addressing challenges.
Gained in-depth insights by combining qualitative and quantitative research
Through quantitative research, I identified problems profoundly, while qualitative research enabled me to gather information broadly and collect metrics. I learned to integrate both methods to uncover the issues.
UX Design
The complex problems were broke down into solvable chunks through communicating with stakeholders.
Design through user-centered communication
- Categorize issues and rank priorities
- Discuss possible solutions with users, developers, and government administrators
- Design with a thorough understanding of diverse users
- Deliver actionable and user-oriented deliverables to motivate among engineers
To improve usability, 20 card sorting experiments were conducted to rebuild the information architecture (IA).
One of the biggest problems is the confusing information architecture (navigation menu) on the front stage. This issue leads to unsatisfactory usability, and card sorting is an ideal method that can help us understand users' thinking and address the IA problem effectively.
Leveraged quantitative interviews and quantitative data to improve the IA
- Renamed 11 of 17 cards according to user’s feedback
- Regrouped the cards according to the different user scenarios
- (The impact of card sorting is expected to shorter each task’s time.)
To enhance the value of PRIS, I organized a workshop to evaluate the project and co-created with stakeholders.
⭐️ Insight
Bridged the cognitive gap between users and engineers through the Workshop
In the past, there was no effective means to connect users and engineers, leading to unsatisfactory usability. However, through the assembly and structured discussions in the workshop, we discovered that engineers accelerated their development process, ultimately benefiting the users.
Better skills for organizing structured discussions & empathetic communication
Through the experience of planning a workshop, I gained valuable insights into the significance of designing effective questions to guide participants and prevent misunderstandings. Furthermore, I developed the skills to efficiently manage time and facilitate turn-taking during complex topic discussions involving diverse participants.
Through a co-create workshop, stakeholders came together to develop an effective pet registration system. This ensures that the platform meets the needs of all stakeholders and is designed to be as efficient and effective as possible.
Impacts
Finally, usability tests positively proved the impact of design.
Easier Usage
PRIS’s Usability Scale (SUS) increasing from 54.6 to 80.3, indicating that users have found PetOn to be more user-friendly and easier to navigate.
Higher Satisfaction
PRIS’s Net Promoter Score (NPS) increasing from -39 to 20, reflecting a significant improvement in customer loyalty and satisfaction.
A public service design can impact existed users & potential users
To Pet Owners
Easy pre-registration
With better PRIS, pet owners can pre-register their pets from anywhere using any device.
To Registrars
Higher working efficiency
With PRIS, registrars can efficiently complete pet registration by reviewing pre-registered information.
To Governments
Better management
With streamlined registration process, accuracy is ensured. Also, the better UX in system can help extract data intuitively.
To Pets
Better care
By registering, pet owners are more likely to be held accountable of their pets, improving the overall well-being for pets.
