Client manages a web portal that allows users to apply for licenses to legally conduct various activities (e.g. operate a walkie-talkie). However, users struggled to navigate the portal, resulting in client staff being overwhelmed by queries.
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Our research aimed at understanding user's experiences and issues with the portal and the licensing regime more broadly. This research allowed us to generate insights that informed design concepts for the newly re-designed portal. Subsequently, we tested the usability of the re-designed portal.
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More information available on request.