0-1 Licensing Platform Earns 94.4 SUS Score
TL;DR
Situation: Outdated tools (SQL reports and InfoPath forms) caused inefficiencies and errors for Licensing Specialists
Task: Designed License Pro, a modern, centralized platform from scratch
Action: Conducted user research, analyzed tools, created prototypes, and led usability testing
Result: Delivered a 94.4 SUS score, exceeded expectations, and contributed to the component library
Situation
Progressive’s Licensing Specialists were tasked with ensuring field agents could legally sell insurance, but they were bogged down by an outdated and inefficient system. The existing process relied on cumbersome tools like SQL reports for data tracking and InfoPath forms for submissions. This disjointed setup led to frequent errors, slowed workflows, and widespread frustration, ultimately undermining the specialists’ ability to support the team effectively.
Task
As a consultant via Insight, my task was to lead the 0-1 design of License Pro—a modern, centralized platform built from scratch. The goal was to replace the outdated tools with a user-friendly solution that would streamline the licensing workflow, eliminate manual processes, reduce errors, and enhance the specialists’ ability to support field agents.
Action
To deliver this solution, I took the following steps:
Conducted thorough user research: Held stakeholder interviews and cognitive walkthroughs to identify the specialists’ pain points, such as manual data entry and complex form submissions.
Analyzed existing tools: Evaluated SQL reports and InfoPath forms to pinpoint inefficiencies and opportunities for improvement.
Led the design process: Drove the creation of the platform from initial sketches to high-fidelity prototypes, ensuring a user-focused and technically sound design.
Collaborated with the team: Worked closely with the product team and engineers to align on requirements and feasibility.
Refined through testing: Conducted iterative usability testing, using user feedback to streamline workflows and eliminate friction in the interface.
Result
Achieved a System Usability Scale (SUS) score of 94.4, reflecting its exceptional usability.
Exceeded stakeholder expectations, meeting all challenges outlined by the Project Manager (PM) in the initial interview, which led to their promotion.
Earned high praise from key stakeholders for improving efficiency and user satisfaction.
Contributed 8 key components to the Progressive component library, which remain in use across other organizational products today.
Natalie Martin
Scrum Master
I've had the pleasure of working with Lance on two (2) separate projects. He is brilliant. He was able to analyze our teams UX/UI needs immediately and constantly offered up creative insights that helped us deliver a quality product. I highly recommend him for his deep knowledge of user experience and his ability to distill issues and guide the team to potential solutions. I would welcome the chance to work with Lance on future projects!
