Our Target Audience
DNR Customers
Worked for the state government agency to build an online license purchasing platform. The public-facing portal allows customers to create user profiles, purchase different licenses, and manage their licenses easily.
Multiple teams worked together to build a comlete experience of customer using the comercial licensing platform. Our team was focusing on user profile creation, inputting additional information, issurance of products, and user dashboard.
Product Manager
9 weeks / 3 sprints
June 21st - Sept 3rd 2021
1 Product Manager
1 Facilitator
1 Project Assistant
2 UX Designers
2 Business Analysts
2 Developers
Identify what we need to focus on during the overall user journey of purchasing a license.
When signing up for a DNR user profile, users will need to submit personal information aside from their email address and password in a form so DNR can have information about their users.
Enter personal information
Enter email and password
Get a unique ID (DNR ID) for the user profile
During user interviews, we learned that people get frustrated to purchase licenses for family members. In the old system, the user has to create separate accounts for different family members. People have kids that want to fish/hunt, but who do not have an email address.
"So if you fly in from South Carolina for a opening day of duck season, and you’re at Walmart at 4:30 in the morning getting your license and your 12-year-old is getting his or her license you’re going to have to create an email address for them and then retrieve the email from the DNR system in order to confirm the account. And obviously all of that becomes difficult." - DNR, Wildlife Heritage Service
Being identified as future development
Out of scope for now
During user interviews, we learned that people get uncomfortable when providing personal information during registration in the old system. So we separate the user account and user profile.
Create a user account to log in.
Enter name, email, and password.
Create a user profile only when the user needs to purchase a product that requires personal information.
Only ask for more information when it is necessary.
Enter personal information.
Only ask for the information that is required.
When would forms in the DNR Portal be needed?
Verify certificate
Additional information
Survey
When a certificate is required for product purchase, the users need to input information for certifications. There are 2 places that can ask for certificate verification:
Before "Add to cart", on the product detail page.
After "Add to cart", during the checkout process.
We did A/B testing during the prototype testing later.
When the users need to define something specific about a product they are buying, they need to input variable data on product issue (donation amounts, dates for fishing licenses, quantities, preference points, etc)
We decided to trigger pop-up to ask for additional information before add the item to the cart:
Not many products ask for additional information
The amount of information being asked is small
Due to technical limitations, we can not put those inputs directly into the product detail view.
When the users purchase some products, they need to provide DNR with supplemental information (Surveys).
How to present surveys:
Show the survey step only if the products in the cart have a survey.
Not all the products have a survey.
Show multiple surveys on one page.
Different products have different surveys.
To better monitor the animal population, some survey contains required questions.
Required questions have * mark. Optional questions can be left blank.
Most of the products are issued once a user completes the payment step. So the user can print the licenses or permits immediately on the order confirmation page.
The dashboard should be organized and maneuverable so people with many years of purchased products can find current and active licenses easily. We separated different information into the following tabs:
Products
View and print active products easily at any time and check the expired products if needed
Order history
View order detail and print invoices
Manage certificates
Store previously uploaded certificates and upload certificates in advance
User profile
View and edit profile information
Customers want clear information about what they can and cannot edit on their user profile
