Deliverables
Interaction Design:
• High-fidelity interactive prototypes
UX/UI Design:
• User surveys
• 1-on-1 interviews
• Process Maps
• User journeys and task flows
• Low-fidelity wireframes
• High-fidelity mockups
• Interactive prototypes
• Design system
• Usability tests and reviews
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Background
Most firms enrolled in Small Business Administration (SBA) programs currently possess only one certification. However, a significant number likely qualify for additional certifications, which could significantly enhance their business presence and access to the federal marketplace. The current process of pursuing multiple certifications can be complex, time-consuming, and redundant. This is largely due to the fragmented nature of SBA systems, where certifications are issued across disparate platforms. This fragmentation creates significant barriers for businesses seeking multiple certifications. The Internal Experience (IX) Product aims to address these challenges by creating a centralized "one-stop-shop" platform. This platform will enable program participants to apply for all available services and certifications through a single, unified interface. Concurrently, SBA officers and staff will benefit from a centralized portal to efficiently manage, approve, or disapprove applications and perform other necessary actions related to program benefits. Furthermore, the system will incorporate a robust document repository feature, facilitating secure document storage and retrieval. Ultimately, the goal is to establish a user-friendly UCMS that streamlines business interactions with the SBA. This digitized approach will not only enhance efficiency but also align with the SBA's strategic objective of delivering a truly customer-centric experience.
PRA Context
The intention of the Paperwork Reduction Act (PRA) is to ensure that agencies are good stewards of the public’s time, to not overwhelm them with unnecessary or duplicative requests for information. The PRA process is necessary when there is a requirement to collect information from 10 or more persons to disclose information using identical questions. The Unified Certification Platform (UCP) project is building a digital application that will streamline the process for business owners applying for government certifications; the orientation of our work is toward reducing the burden on our small business owner users, not requiring more information from them. In that spirit, we are designing our user research approach to ensure that it never reaches a threshold that requires PRA clearance. The guidelines below will ensure we create a research plan that adheres to PRA thresholds and serves the feedback outcomes we are striving towards for the UCP project.
Hypothesis
• UCP is brand new, so if we expose the solutions we’ve designed with firm owners and do beta testing, we can determine if the solutions are user-friendly and intuitive.
• UCP should make the initial onboarding and Business Plan experiences for newly accepted 8(a) participants simpler, more intuitive, and faster to complete.
• UCP should position SBA in a better position and allow it to focus more on substantive work and provide more time to provide actions and feedback to participants.
Methodology
• Our comprehensive UX research combined user interviews and usability testing to gather deeper insights into user needs, behaviors, and preferences.
• Through one-on-one testing sessions, I observed how users navigate the UCP onboarding process and business plan functionality.
• I developed an intuitive navigation system with clear iconography based on user feedback and testing results. (see exhibit A)
• I collected data to establish realistic time estimates for business plan completion within UCP, even with limited user testing.
Solution Design
Online Portal Enhancement
• Streamlined Business Plan submission system. (see exhibit B)
• Integrated progress tracking for annual reporting requirements.
User-Centric Features
• Automated reminders for annual review deadlines.
• Dashboard for tracking program participation and milestones. (see exhibit C)
Compliance Integration
• Built-in eligibility verification tools
• Automated document validation system.
Results
• We were able to reduce submission errors by 21%.
• We improved compliance rates by 15%.
• We enhanced user satisfaction 43%.
• We streamlined the review process, reducing the (BOS) Business Opportunity Specialist’s cognitive load by 17%.
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Building on our successful initial release, we've developed a comprehensive document management solution centered around the Capability Statement feature. This enhancement enables company representatives to efficiently upload and manage critical business documentation through an intuitive interface. The streamlined workflow, detailed in the wireframes below, empowers Business Opportunity Specialists (BOS) to effectively guide businesses throughout their nine-year SBA development lifecycle. By centralizing document management and implementing clear upload protocols, we've created a system that not only reduces administrative overhead but also ensures consistent documentation standards across the platform. This thoughtful approach to document handling directly supports our broader goal of optimizing the BOS workflow while maintaining program compliance and reducing processing time.
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Based on our comprehensive analysis, I recommend shifting our focus from additional research to deeper customer needs definition. Our existing research data provides sufficient validation for key hypotheses, enabling us to accelerate into design and iteration phases. The team excelled during refinement sessions, successfully transforming Product Owner insights into intuitive UI designs and high-value functional features. These improvements directly address our core objectives: reducing cognitive load for Business Opportunity Specialists, enhancing compliance rates, and optimizing the application process.
