JUSTIN VIN

The redesign of the Lithuanian State Enterprise Center of Registers portal posed a significant challenge due to its vast amount of data and diverse array of services. Users often struggled to navigate through the portal efficiently, necessitating a more user-friendly redesign. In this case study, I outline my role as a Product Designer and the solutions implemented to enhance the usability of the portal.

My role

Product Designer

Objective

The primary objective was to reorganize and redesign the portal to make it more user-friendly, prioritizing essential services and improving the organization of numerous services and service ordering methods.

Challenges

1. Vast Amount of Services: The Center of Registers offered a multitude of services, making it challenging for users to find what they needed.
   
   
2. Service Ordering Methods: Clear presentation of all service ordering methods, along with instructions, was required.
   
   
3. Document Requirements: Services often required a lengthy list of documents, leading to a cluttered and overwhelming user experience.
   
   
4. Service Navigation: Each service had multiple sections, creating the need for a clear navigation system, especially on mobile devices.

Results

1. 28% increase in usability of information and ordering services, time on tasks was reduced.
   
   
2. 23% increase in user success rate.

To address the issue of users getting lost in the portal's extensive services, we placed the most important and frequently used services on the landing page, ensuring quick access without the need to delve deep into the site's structure.

Problem

The main challenge was dealing with the sheer volume of services offered by the State Enterprise of Registers, which could be overwhelming for users.

Solution

1. We categorized services into seven distinct categories, each marked with unique colors and icons.

2. We shortened the names of service categories for clarity.

3. On the mobile version, we introduced shortcuts to enable users to navigate directly to their desired category, improving their overall journey and reducing scrolling time.

Problem

Each service had up to 7 section tabs which displayed all related information regarding the service – how to order a service, what documents are needed, pricing, useful information, FAQ, related services and list of legal acts related to the service.

Each service featured up to 7 section tabs, each containing various information related to the service. Ensuring clear navigation, especially on mobile devices, was a challenge. We had to figure out navigation that would be clear enough for user. Especially it was challenging to make it understandable on mobile device.

Solution

1. On desktop, we implemented a minimalist tab system for easy visibility and comprehension.
2. On mobile devices, we introduced a dropdown menu immediately after the service description and a bottom menu to display the user's current location and available sections, preventing users from getting lost in the extensive information.

Problem

Displaying various methods for ordering services in a clear and concise manner while also providing users with detailed instructions was another challenge.

Solution

1. We organized all service ordering methods into seven blocks, each featuring a clear three-step instruction and timeline.

2. Larger, separated by blue color step numbers made it easier for users to follow instructions.

3. For services requiring login or access to a self-service account, we provided direct buttons beneath the instructions. These changes significantly improved the clarity and efficiency of the service ordering process.

Problem

Each service came with a list of required documents, some of which had lengthy names. The previous table format was cluttered and overwhelming.

Solution

1. We began the section by posing a question to the user: "Which documents are needed?" to actualize and prepare them for processing a large amount of information.

2. We took all downloadable links and buttons from old tables and put all downloadable formats under a single drop-down menu button.

3. Document names were displayed in larger fonts than their descriptions, separating them and putting them in center of attention.

4. We added distinctive, colorful blue numbers to aid users in identifying specific documents in a long queue, also making it easier for them to communicate when they are calling the center for support.

5. For mobile and tablet versions, we adopted dynamic tables, presenting each document as a separate block with titles, descriptions, and download links, ensuring a more user-friendly experience.

The redesign of the Lithuanian State Enterprise Center of Registers portal successfully addressed the challenges of managing extensive data and services while ensuring user-friendliness. By prioritizing key services, organizing content effectively, and optimizing navigation, the portal now offers an improved and more accessible user experience.