Before

The Challenge

Convergence, a leading digital identity and credentialing platform, was facing challenges with low adoption rates in the public sector. Despite the growing demand for secure digital credentials, the app’s user interface was complex, leading to low engagement and underutilization. The task was to redesign the app to improve usability, increase adoption, and drive more public sector organizations to issue and use digital credentials.

My Role

As the senior product designer, I led the complete redesign of Convergence’s app, focusing on creating a user-friendly experience that could cater to both government officials and citizens using the platform. I worked with the Convergence team to understand the specific needs of their users, with a focus on simplifying the process of issuing, managing, and using digital credentials.

Approach

1. User Research & Personas: I conducted deep-dive research into the target users — public sector officials and citizens — to identify key pain points in the current user journey. I created personas and journey maps to better understand how different users interacted with the app.
2. Simplified Onboarding: I restructured the onboarding process to make it faster and more intuitive, reducing barriers for first-time users. Clear, step-by-step guidance was introduced to help users create and issue credentials with ease.
3. Streamlined UX & Navigation: The app’s navigation was revamped to make key features more accessible. I focused on simplifying the most commonly used functions, such as issuing credentials, verifying identities, and managing documents, ensuring users could complete tasks with fewer steps.
4. Mobile-First Design: Given the mobile usage of the app, I ensured the new design was responsive and optimized for smaller screens. This improved the experience for officials and citizens on the go, enhancing the app’s accessibility.
5. Improved Visual Hierarchy: I applied a clean, minimalistic design language to improve readability and user engagement. The redesign included enhanced visual cues and improved information architecture, helping users navigate complex data effortlessly.

Results

• 73% Increase in Digital Credential Usage: After the redesign, there was a 73% increase in the use of digital credentials by public sector organizations across Canada.
• Increased Credential Creation: The improved user experience led to a substantial increase in the number of credentials created, making the app the go-to platform for secure digital identity solutions.
• Higher User Satisfaction: User feedback showed significant improvements in satisfaction and ease of use, further driving adoption in the public sector.

This use case demonstrates how strategic UX design improvements can not only enhance usability but also drive key business metrics such as adoption and usage. Through a focus on user-centered design, I was able to help Convergence position itself as the leading provider of digital credentials in the public sector of Canada.