For years, financial institutions had struggled with a government portal meant to simplify regulatory compliance. Instead of offering clarity, it delivered confusion. Submissions were delayed, errors were common, and support lines were constantly busy. It wasn’t a matter of functionality — the system worked. But it wasn’t working for the people.
Behind the scenes, a government regulatory agency recognized that if they were to drive trust and efficiency, their digital tools had to evolve. That’s when we stepped in.
The compliance portal’s design was unintuitive and outdated. Users—mostly finance professionals under pressure to meet strict deadlines—had trouble locating key functions, completing tasks, and understanding system feedback.
The breakthrough came after we conducted user shadowing sessions with compliance officers. We observed their real-time struggles: switching between tabs, re-reading instructions, and calling helplines for clarification. These moments of friction told us one thing clearly — this wasn’t a tech problem; it was a usability problem.
That clarity gave us our mission: make compliance effortless.
- User Research
- Conducted interviews and usability testing with real users (e.g., compliance officers).
- Analyzed user behavior via analytics (e.g., drop-off points, common errors).
- UX Audit
- Evaluated the portal using heuristics (e.g., Jakob Nielsen’s principles).
- Identified issues like unclear labels, overloaded screens, poor error handling.
- Persona & Journey Mapping
- Developed personas representing typical users and their goals.
- Created journey maps to understand emotional highs and lows throughout the portal.
- Information Architecture Redesign
- Reorganized menu structure and navigation flow based on common tasks.
- Ensured a logical hierarchy and reduced cognitive load.
- Wireframing & Prototyping
- Built low-fidelity wireframes to test new layouts.
- Conducted iterative testing with users before final designs.
- UI & Accessibility Design
- Designed high-contrast, readable UI components.
- Incorporated ARIA labels, keyboard support, and screen reader compatibility.
- Implementation Support
- Worked closely with developers to ensure UX consistency.
- Provided specs, documentation, and QA support for launch.
- Post-launch Testing & Optimization
- Continued monitoring user feedback and analytics.
- Rolled out small improvements (microcopy, button placements, help content) based on ongoing data.
- Within weeks of launch, the numbers spoke for themselves:
- 40% drop in compliance submission errors — streamlining review cycles
- 50% fewer support queries — letting the agency reallocate staff to higher-value work
- User satisfaction rose from 62% to 91% — a massive leap in trust and ease of use
- Adoption among new users improved significantly, thanks to simplified onboarding