COVID Safe Business Registrations
Project overview
During the COVID-19 pandemic the NSW Government made it compulsory for businesses to register as COVID Safe. This required companies to download and complete a COVID safety plan and then register their businesses online. Once their business was registered they would then receive a QR code to display in their premises for customers to scan and ‘check in.’
When I moved into the COVID team my first project was to redesign the online process for COVID Safe business registrations focusing on creating a better user experience for businesses.
UX/UI Process
Understand scope and define key problems to solve
Design research and ideation
User testing and feedback
Stakeholder interviews
Duplicate business registrations
Businesses were not checking if they were already registered
Did not realise that their business was already registered
Know they're registered but could not find details
Staff member who originally registered had left (or forgotten registration details)
Dine and Discover campaign
Double up or incorrect registration hinders them from other COVID-19 initiatives e.g. DD vouchers
Incorrect details were being entered into form
Customers would enter incorrect email field (typo)
Customers would leave cells blank or write N/A
Overwhelmed Service NSW support team to fix mistakes
When customers did not receive their assets they would re-register
Registration for taxi services was not included in journey
Progress could not be saved because of nsw.gov.au platform
Emphasised need for 20 or more business registrations to be a downloadable Excel spreadsheet
Original registration page
Customer pain points
Not know if they were already registered - Through quantitative data analysis I could see that majority of customers were coming to this page directly from Google and therefore were not going through a parent page that would allow the business to check if they were already registered.
Bulk uploads - Businesses with more than 1 location but less than 20 locations had to complete the online registration form for each location. This made the process slow and difficult to be consistent across all business registrations.
Form accepts invalid email addresses - Customers were making mistakes when entering their email address. This caused significant issues as they would not receive their QR code and would need to call Service NSW for support.
Two email address fields - Having two email fields confused customers as they didn’t understand the difference between ‘Business email address’ and ‘Your email address.’ Also difficult to know which email address would receive the QR code resources.
Incorrect details - Incorrect business details were being registered causing frustration for customers and support staff.
ABN not optional - The ABN field is not ‘optional’ but tells the customer to leave field empty if not applicable.
Long page of content - Overwhelming for the customer and not user friendly on mobile.
Team workshop
Facilitated workshop with team to brainstorm ideas on how we could solve the stakeholder and customer pain points.
Suggested improvements
Duplicate business registrations
Add callout to provide link to where businesses can check if they are already registered.
Bulk uploads
Enable ability to register more than one business under the same contact.
Provide conditional fields that allow user to add additional contact information if needed.
Form accepts invalid email addresses
Enhance field so that it recognises valid and invalid email addresses.
Add additional field to confirm email address.
Two email address fields
Only have one email field - but provide option to list another later in process.
Have clear supportive wording highlighting which email field will receive the confirmation email and QR code.
Incorrect details
Provide a summary page at the end of the process where customers can check their details and edit the information if needed.
ABN not optional
Introduce conditional field once ABN has been selected.
Long page of content
Reduce cognitive load by simplifying the process into steps.
User flow
I looked at the different journeys for different industry types and developed a user flow that clearly defined the customer experience.
Design research and ideation
Consulted Design System to see what templates or components we had already.
Competitor analysis - looked at how other sites were handling complex forms.
Ideation - Designed a variation of ideas that could potentially solve the customer and stakeholder pain points.
Peer review - Received design feedback from UX Manager and other UX/UI Designers
Final designs
Registration landing page
Removed form from page to reduce cognitive load.
Step 1 - Primary contact details
Introduction of form step process to reduce cognitive load and ease customers through a simplified sequential process.
Primary contact details moved from end of form to beginning of form as customer contact details stay the same across all business locations.
Supporting copy has been added to email field highlighting that the email address will receive the confirmation email.
Additional email address field added for customers to confirm their email.
Form is no longer accepting invalid email addresses.
Step 2 - Business details
Selection of ‘Type of business or organisation’ in dropdown will determine next step in the registration process.
Radio buttons have been added for ABN field to cater to businesses who do/don’t have an ABN.
‘Yes’ result of ABN radio button reveals conditional field for businesses who have an ABN.
Step 3 - Site or location details
Depending on industry selected by customer in ‘Step 2’ subsequent fields are displayed.
Option for secondary contact details to be added or for contact details to remain the same as primary contact details.
Ability to add up to 19 business locations.
Step 4 - Review registration details
Summary of all details has been provided for customer to re-read and change any errors they might find.
Complete your registration
Provides instructions on how to complete your registration.
Provides contact details if additional help is needed.
User testing
Collaborated with Researcher to define research questions and objectives
Provided page designs in relevant formats for researcher to use in UsabilityHub
Synthesis of user testing results
Key insights from testing
Overall, the testing was a success. The majority of participants understood the process and:
why they would need to register a business to be COVID Safe
where to click to check if they are already registered
why contact details were needed for primary and secondary contacts, and how to do it
the number of businesses they can add using the webform (up to 19) and what to do if they have more than that (use the bulk upload)
how to make changes in the review section
what to do after submitting their details (read the confirmation email to follow further instructions.)
While only a small number of participants, some were unsure about:
what to do after registration
how to register a second business
how to check if they are already registered