Designing A Trustable Certificate Applying Service
2022-01-01
Challenge
How could we build a trustable and Efficient online Certificate Applying experience?
Solution
With Mobile ID login feature and batch verify segment. Both the examinee and reviewer can download and verify the certificate efficiency.
Contribution
UX Design, Prototyping, Usability test
Team
Yi-Ting Chiu/Project Manager
Simon Weng/ Service Researcher
Jung-Hsin Hsiao/Team Leader
Chia-Hsu Huang/UX Designer
Time
2021.12- 2022.05
Client
Institute of Information Industry, Examination Yuan(Taiwan, ROC)
Background
What is the "Qualified Certification"?
In Taiwan, people who want to be 38 kinds of occupations, including lawyers, civil servants, doctor ..., must pass the "National Exam"(國家考試). After finishing the exam, they could apply for the paper version of "Qualified Certification" (考試及格證書) with the website or over-the-counter service. Most of the activities need to use the certification, including pre-service training sign-up, registration for practice, and job hunting, showing the certification is essential for a examine.
Why Redesign the Website ?
Original website are built in decades ago, many feature are behind the time. As to the growing number of foreign examinee, mobile user, and new verification method like Mobile ID, FiDO, Exam Yuan wish to have a new website for e-Certification applying service. Making new service could be more trustable and efficiency.
My Role In the Project
As a UX designer in the six months of the project, I interviewed stakeholders, collected requirements, designed prototypes and conducted usability testing. The result shows the new solutions have better usability and efficacy than the existing service.
Who is the User?
To better know who should be interview, and framing the field of design, I design a stakeholder map from client’s material. In this project we only focus on stakeholders related to 12/38 kinds of occupations in the map. As shown as the map, objectes be sorted into 4 groups, from inside to outside “Examinee”, “Profession Association”, “Practice Registration Sector” and “Employer”. The more inside stakeholders are, the more change to use the applying service.
When will we use the “Qualification Certification” ?
After the interview, we found four kinds of activity also need the “Qualification Certification”; That is “pre-service training”, “Professional Certificate Appling”, “occupational registration” and “job-hunting”. When we design the e-certificate service, should also take that four kinds of activity into account, to build a gapless applying service.
What’s the problem?
Design Goal
01
A trustable and efficacy e-certification apply service.
02
Verifying certificate in multiable way.
03
Know the applying progress goes at a glance
New Homepage
New Version continnues to use spring board UI layout, but reorgnized the feature bases on the card-sorting method and provides full support to RWD/ Mobile Layout. User now clould login with card-free method including Mobile ID/FiDO App, which making the new website more friendly to the mobile user.
Efficacy to download certificate
After user passed the National Exam, qualified examinees will recived a email with e-certification website link from Exam Yuan. User could login with Mobile ID, FiDO App or NHI Card. After check the personal infomation, user would donwload the e-certification PDF. PDF have E-Signatures which can prove the correctness of the certification.
Know the Process All at Once
In the past, service that examinees use are separeted in different website, making user hard to know what should they do after pass the exam. In the new version design, we provides a progress tracker in one page. Progress will change depens on the examinee's profession. For example, after getting the certificate, civil servent will be suggest to submit the certificate to HR department and sing up for the basic training program with the link on the progress tracker.
Providing Multiple Way to Verify
Verify by QRcdoe
After scaning the QRCode on the paper certificate, url will show the certificate info.
Verify by Certificate No.
As to the exsiting design, user could search their Certificate with Certificate No. and basic infomation.
Verify by Batch Upload.
Experts users like hirers or professional associations staff who need to review with lots of people; could upload e-certifications at one time, and calc will show the verified results.
Verify by Server API
We also provides certification data search API, making other website could automatically check application's certificate.
Q&A for Everyone
The new "Q&A" page sorted the Question by purpose and applying method, and have an in-site search feature. The user could easily find the answer they need.
Testing Result:
New designs are more Time-Saving and User Friendly
We conduct usability testing to compare the original service to the new one. The results show the new version has higher efficiency performance in every feature. Including certificate applying, verifying profile editing, process status checking...etc.
NPS scores are an easy way to show the user's recommended level for the service. We collect NPS scores of original websites and new ones. It shows the redesign has strongly improved the e-certificate application service. From 18 Points (original) progress to 56 points, the new service's recommendation level has also better than most Government service (NPS 39)
