Active & Creative Kids
The project aimed to simplify the voucher application process for the Active and Creative Kids (ACK) program. By refining an existing product, we made it easier for parents, guardians, and caregivers to apply for vouchers, ensuring an optimal and accessible experience for all users.
Overview
The ACK voucher program evolved from earlier, successful government voucher initiatives. An opportunity emerged to repurpose and scale an existing application product to serve as the foundation for future voucher offerings. This allowed us to build on previous successes while preparing the product for ongoing and future government programs.
My Role
As a Product Designer, I played a central role across three separate ACK voucher releases. My focus was on ensuring that the voucher application platform functioned seamlessly for customers, addressing both usability and scalability challenges as the program evolved.
Challenges
Designing a system that allowed a parent, guardian, or caregiver to apply for multiple children was a significant challenge. The application had to handle a myriad of dynamic identification and eligibility criteria without overwhelming users. The goal was to create a process that was both intuitive and efficient, reducing friction while maintaining clarity.
Constraints
Government voucher programs are defined by policy, then translated through multiple layers within the organisation before reaching the digital service level. This often results in:
Delayed Information Sharing:
Requiring rapid reactive decision-making when new information arrives.Fixed Release Dates:
Limiting opportunities for expansive innovation.Innovation Within Boundaries: Requiring us to work within the constraints of what was available at the time while still striving for the best possible user experience.
Planning
Given the time constraints and an initial lack of project requirement clarity, our strategy focused on:
Reducing Friction:
Identifying areas within the existing product where the user journey could be streamlined.Customer Validation:
Sense-checking changes with customers through surveys and usability testing.Adaptive Iteration:
Adjusting to evolving product requirements and incorporating feedback iteratively.
Process & Methodology
Initial Assessment:
Reviewed the existing application flow and predesigned concepts.
Identified that previous designs were too cognitively demanding due to high information density and unnecessary dynamic elements.
Redesign Approach:
Separated the core stages of the application into distinct screens to enhance user orientation and clarity.
Iterated on designs and distributed a survey to gather initial feedback.
Usability Testing:
Conducted comprehensive usability testing to pinpoint areas of confusion.
Discovered that some issues were linked to elements managed by other teams, which we then communicated for further refinement.
Handling Mid-Project Changes:
Faced a significant change when a project team expanded the content of a previously minimal section. Although development time was short, we tested the change during pilot testing, which revealed a disorienting effect on users.
This led to a subsequent iteration where product management approved a new page to address the issue.
Scalability for Multiple Voucher Releases:
Designed the single voucher page with scalability in mind.
Successfully extended the design to accommodate two simultaneous voucher releases.
Followed up with inclusive user tests, including participants with cognitive differences.
Results & Impact
The redesigned voucher application process was well received by users, as indicated by a high volume of applicants. Although specific applicant numbers remain confidential, the platform achieved a 96.5% Customer Satisfaction rating as of September 2024. This positive feedback underscored the effectiveness of our iterative design approach and the usability improvements implemented throughout the project.
Please note: The resolution of images have been intentionally reduced to obscure detail.