Business owners in the State of Hawaii are required to file an annual report to stay in compliance with state laws. The goal of this project was to completely redesign the existing legacy service, originally launched in 2002, to improve usability and allow multiple simultaneous online filings.
User-Centered Design is the process of designing from the perspective of the intended user – instead of expecting users to adapt to the system, we design systems to adapt to users. To better understand our annual filing users, we met with both the DCCA and our internal customer service teams who dealt with the public daily and deeply understood who the users were and what they needed.
In our research we identified five types of filers. From these we created personas and each story represents the kind of experiences filers often shared with the support teams on the front lines.
The design solution
After talking to site users, our focus became to make these primary tasks easier:
- Submitting multiple annual reports with one payment
- Searching on either business name OR file number
- Understanding when to file
- Expediting submissions
Appealing new interface
Today the user is presented with an appealing, up to date interface that is consistent and cohesive, whether the user is on a laptop or a mobile device. The landing page also clearly explains the process, without displaying an overwhelming amount of information.
The new shopping cart allows users to efficiently pay for multiple annual filings at once—no need to file annual reports separately and pay for each one at a time.
Adding clear directions and concise labeling has helped improve user understanding. Additional validation of information being submitted has also reduced inaccurate and missing data. As a result, errors in erroneous fillings have decreased resulting in time savings for agency staff.
The changes have been met with resounding success. Since the launch of the updated service, call volume from users decreased 23% in 2018, and we look forward to continuing to find new ways to improve overall user experiences for the Department of Commerce and Consumer Affairs.