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Digitising License Registration
Industry
Healthcare
Role
Lead Product Designer
UX Researcher
Stakeholders
Product Manager
Product Analysts
Developers
Government officials
Nurses and midwives
About UNMC
The Uganda Nurses and Midwives Council (UNMC) was established in 1996 to regulate nursing and midwifery in Uganda. Its main roles include setting standards, licensing practitioners, and advising the government. In November 2022, UNMC introduced an online registration system, enabling nurses and midwives to manage their credentials remotely. By August 2024, it had registered nearly 120,000 nurses and midwives and licensed over 90,000 private health units, demonstrating its commitment to improving healthcare delivery.
Overview of the project
With the COVID pandemic lock down restrictions in place, UNMC faced challenges in their traditional manual licensing process. Limited physical interactions necessitated the creation of an online system. Moreover, there was an increased demand for health services at the time.
There was a need to create an online registration, interviewing and licensing platform integrated in the council’s website plus a companion administration portal for the council’s visibility, interaction and accountability.
Objective
The key objective of this project was to create an online system that would;
- Offer and maintain a seamless licensing experience overall.
- Promote efficiency in the council’s operations.
- Create a more efficient process map for UNMC existing flows.
Key metrics to track
Building out the platform, these were the high level metrics we wanted to achieve
50%
Improved end to end registration flow
4X
Improved interviewing efficiency
2 days
Improved license issuance process
Impact
After designing the student portal, we conducted thorough validations using Maze. This process provided valuable insights that significantly enhanced the user experience and ensured the portal meets our students' needs effectively.
79%
Completion rate for the registration flow.
23%
Misclick rate in the registration flow.
4 mins
Average time to complete the registration flow
The student portal and admin dashboard.
Research and insights
Research through expert interviews of different users, diary studies, focus group discussions, phone interviews, immersions among other methods revealed a lot of insights to guide our solutions. At a high level, these were the most critical insights.
11
Stakeholder reporting levels involved.
Given the involvement of approximately 11 distinct stakeholders in the existing processes, it was crucial to gain a comprehensive understanding of the information flow.
9
Different types of forms with duplicate information.
Users faced a frustrating situation with over 9 overlapping forms with duplicate information. Streamlining this process was crucial for improving their experience.
78%
Nurses and midwives that expected the same flow
While various recommendations were put forward, nearly 80% of participants anticipated a user experience similar to their previous encounters, albeit with fewer frustrations.
Different users of the the student and admin portals.
Engaging with a diverse range of stakeholders allowed us to refine and enhance our existing workflows.
Working closely with business analysts and product managers enabled us to clearly articulate and define user stories.
Wireframing
User research and ideation provided key insights that shaped our wireframe designs.
High fidelity designs
Through extensive user research and brainstorming sessions, we gained valuable insights that significantly influenced our high-fidelity design prototypes.
Learnings and reflections
Several aspects that I valued significantly contributed to our success.
Visual cues for efficiency
Analysis indicated that users significantly favor visual indicators as a means to enhance their overall experience.
Attention to detail
Fundamental elements such as terminology suitable for non-experts, the choice between checkmarks and radio buttons, and appropriate color selections are vital in shaping an effective user experience.
Stakeholder diversity
It is critical to identify key stakeholders and understand their access needs to ensure project success, even if it requires making necessary trade-offs.
Digitising License Registration
Industry
Healthcare
Role
Lead Product Designer
UX Researcher
Stakeholders
Product Manager
Product Analysts
Developers
Government officials
Nurses and midwives
About UNMC
The Uganda Nurses and Midwives Council (UNMC) was established in 1996 to regulate nursing and midwifery in Uganda. Its main roles include setting standards, licensing practitioners, and advising the government. In November 2022, UNMC introduced an online registration system, enabling nurses and midwives to manage their credentials remotely. By August 2024, it had registered nearly 120,000 nurses and midwives and licensed over 90,000 private health units, demonstrating its commitment to improving healthcare delivery.
Overview of the project
With the COVID pandemic lock down restrictions in place, UNMC faced challenges in their traditional manual licensing process. Limited physical interactions necessitated the creation of an online system. Moreover, there was an increased demand for health services at the time.
There was a need to create an online registration, interviewing and licensing platform integrated in the council’s website plus a companion administration portal for the council’s visibility, interaction and accountability.
Objective
The key objective of this project was to create an online system that would;
- Offer and maintain a seamless licensing experience overall.
- Promote efficiency in the council’s operations.
- Create a more efficient process map for UNMC existing flows.
Key metrics to track
Building out the platform, these were the high level metrics we wanted to achieve
50%
Improved end to end registration flow
4X
Improved interviewing efficiency
2 days
Improved license issuance process
Impact
After designing the student portal, we conducted thorough validations using Maze. This process provided valuable insights that significantly enhanced the user experience and ensured the portal meets our students' needs effectively.
79%
Completion rate for the registration flow.
23%
Misclick rate in the registration flow.
4 mins
Average time to complete the registration flow
The student portal and admin dashboard.
Research and insights
Research through expert interviews of different users, diary studies, focus group discussions, phone interviews, immersions among other methods revealed a lot of insights to guide our solutions. At a high level, these were the most critical insights.
11
Stakeholder reporting levels involved.
Given the involvement of approximately 11 distinct stakeholders in the existing processes, it was crucial to gain a comprehensive understanding of the information flow.
9
Different types of forms with duplicate information.
Users faced a frustrating situation with over 9 overlapping forms with duplicate information. Streamlining this process was crucial for improving their experience.
78%
Nurses and midwives that expected the same flow
While various recommendations were put forward, nearly 80% of participants anticipated a user experience similar to their previous encounters, albeit with fewer frustrations.
Different users of the the student and admin portals.
Engaging with a diverse range of stakeholders allowed us to refine and enhance our existing workflows.
Working closely with business analysts and product managers enabled us to clearly articulate and define user stories.
Wireframing
User research and ideation provided key insights that shaped our wireframe designs.
High fidelity designs
Through extensive user research and brainstorming sessions, we gained valuable insights that significantly influenced our high-fidelity design prototypes.
Learnings and reflections
Several aspects that I valued significantly contributed to our success.
Visual cues for efficiency
Analysis indicated that users significantly favor visual indicators as a means to enhance their overall experience.
Attention to detail
Fundamental elements such as terminology suitable for non-experts, the choice between checkmarks and radio buttons, and appropriate color selections are vital in shaping an effective user experience.
Stakeholder diversity
It is critical to identify key stakeholders and understand their access needs to ensure project success, even if it requires making necessary trade-offs.
Digitising License Registration
Industry
Healthcare
Role
Lead Product Designer
UX Researcher
Stakeholders
Product Manager
Product Analysts
Developers
Government officials
Nurses and midwives
About UNMC
The Uganda Nurses and Midwives Council (UNMC) was established in 1996 to regulate nursing and midwifery in Uganda. Its main roles include setting standards, licensing practitioners, and advising the government. In November 2022, UNMC introduced an online registration system, enabling nurses and midwives to manage their credentials remotely. By August 2024, it had registered nearly 120,000 nurses and midwives and licensed over 90,000 private health units, demonstrating its commitment to improving healthcare delivery.
Overview of the project
During the COVID-19 pandemic, UNMC encountered significant challenges with its conventional manual licensing process due to lockdown restrictions. The necessity for reduced physical interactions prompted the development of an online system. Additionally, there was a surge in demand for health services at that time. To address these challenges, it became essential to establish an online registration, interviewing, and licensing platform integrated into the council’s website, along with a companion administration portal to enhance the council’s visibility, facilitate interaction, and ensure accountability.
Objective
The key objective of this project was to create an online system that would;
- Offer and maintain a seamless licensing experience overall.
- Promote efficiency in the council’s operations.
- Create a more efficient process map for UNMC existing flows.
Key metrics to track
Building out the platform, these were the high level metrics we wanted to achieve
50%
Improved end to end registration flow
4X
Improved interviewing efficiency
2 days
Improved license issuance process
Impact
After designing the student portal, we conducted thorough validations using Maze. This process provided valuable insights that significantly enhanced the user experience and ensured the portal meets our students' needs effectively.
79%
Completion rate for the registration flow.
23%
Misclick rate in the registration flow.
4 mins
Average time to complete the registration flow
The student portal and admin dashboard.
Research and insights
Research through expert interviews of different users, diary studies, focus group discussions, phone interviews, immersions among other methods revealed a lot of insights to guide our solutions. At a high level, these were the most critical insights.
11
Stakeholder reporting levels involved.
Given the involvement of approximately 11 distinct stakeholders in the existing processes, it was crucial to gain a comprehensive understanding of the information flow.
9
Different types of forms with duplicate information.
Users faced a frustrating situation with over 9 overlapping forms with duplicate information. Streamlining this process was crucial for improving their experience.
78%
Nurses and midwives that expected the same flow
While various recommendations were put forward, nearly 80% of participants anticipated a user experience similar to their previous encounters, but with fewer frustrations.
Different users of the the student and admin portals.
Engaging with a diverse range of stakeholders allowed us to refine and enhance our existing workflows.
Working closely with business analysts and product managers enabled us to clearly articulate and define user stories.
Wireframing
User research and ideation provided key insights that shaped our wireframe designs.
High fidelity designs
Through extensive user research and brainstorming sessions, we gained valuable insights that significantly influenced our high-fidelity design prototypes.
Learnings and reflections
Several aspects that I valued significantly contributed to our success.
Visual cues for efficiency
Analysis indicated that users significantly favor visual indicators as a means to enhance their overall experience.
Attention to detail
Fundamental elements such as terminology suitable for non-experts, the choice between checkmarks and radio buttons, and appropriate color selections are vital in shaping an effective user experience.
Stakeholder diversity
It is critical to identify key stakeholders and understand their access needs to ensure project success, even if it requires making necessary trade-offs.