Change Name on Title — An online application that simplifies submitting land-title related forms.
CONTRIBUTION
Service Design UX Research
Wireframing
Prototyping
Wireframing
Prototyping
TEAM
User Experience Lead
TIMELINE
Sept 2022 - Mar 2023
Project Introduction
The "Change Name on Title" service provides a legal and straightforward way for individuals to update their property title if they have changed their name.
As the future becomes increasingly digital, transitioning to digital mediums is becoming the norm.
The UX team held multiple meetings to understand the business requirements and determine how to approach the project. In addition to transitioning physical forms to digital formats, the team also uncovered opportunities to improve the overall experience.
Optimizing the form
Enhance efficiency and accuracy of applications being handed in.
Streamlining the process
Reduce manual labour (ex. mailing, writing, printing etc.)
Successful yields
Increase the number of successful documents being sent in.
Uncovering insights
Through an in-depth analysis of our secondary research and journey mapping, we uncovered key insights into customer behaviours. The most common mistakes that customers tended to make were the following:
Name Change Verification
Applicants did not mention all of the names changes they have had.
Proper Documentation
Customers have submitted documents that were not accepted by the LTSA.
Conducting Usability Tests
12 participants were carefully selected using a screener to ensure the correct people attended the usability test.
Questions and tasks were carefully prepared in advanced to ensure a smooth process. The UX team observed and noted pain points and user behaviours during the test.
The following key insights guided the finalization of the form:
Questions and tasks were carefully prepared in advanced to ensure a smooth process. The UX team observed and noted pain points and user behaviours during the test.
The following key insights guided the finalization of the form:
Concept comprehension
Participants understood the 'chain of name' concept and the table on the Supporting Evidence page, which helped them identify and fix errors.
Word connotation
Certain words can negatively affect the customer's mood. For example, one customer found "evidence" negative and preferred "documentation" instead.
Application deadlines
Participants are highly concerned about deadlines and application timelines, and they want more clarity on this information.
Cost visibility
Customers want to know the price of a State of Title Certificate before ordering, even if they choose not to purchase it.
Prepare users with clear instructions and requirements
Before the user begins the application, the user will need to scroll through what is needed and what to expect. This makes sure that the user would not need to go back and forth looking for information or documentation they need.
Provide help texts for areas of potential confusion or ambiguity
In sections inside the application where the layperson might struggle to understand or answer, we should provide help text to provide them with the information to proceed.
Only accept documents/evidence that are needed
From speaking with the customer service team, many customers get their applications rejected due to insufficient or incorrect supporting documents. Therefore, we should only allow users to upload one file at a time and only allow or show accepted documents.
Use warning and error messages
Warnings and errors are a feature that we leverage to moderate the quality of applications coming in. We give customers warnings or error messages if they forget or incorrectly fill in necessary fields to avoid defects. This feature was only possible because applicants are now filling out the form online rather than manually.