BLMS - Business Licenses Management System - is a cloud based, license management application that large companies use to manage their business license portfolios.
Some companies currently using BLMS are: KPMG, Amazon (for Nexus), Godiva Chocolatier, Sprint and Petsmart.
I lead the design team that works on BLMS. I do research, testing, interaction design, most of the visual design and some front end development.
Our users are managing A LOT of data. Most of our clients have business license portfolios in the thousands and each license needs to be tracked and managed. Our users need to be able to find their data quickly, understand what they are seeing and act accordingly; without worrying about overlooking any steps in the process. If they fall short in managing any of their data or renewing any of their licenses, the consequences can range from penalty fees to the closing of a business.
My design interactions with BLMS are ongoing. We are constantly adding new, powerful features to the application to better aid our users with their daily license related tasks. All interactions start with business requirements, then move to discovery, user jouneys, research, sketching, testing and implementation. With BLMS I employ a Lean UX philosophy to make sure my team does its best work in the most efficient way for all the features we implement.
(A lot of BLMS is proprietary, so the work I can show on my portfolio is limited.)
One interaction element I'd like to highlight is the customization I've implemented on the application. Before getting started on the design I sat down with a bunch of our power users and determined that many different users in different industries had their own unique filing requirements. From there it became apparent that we needed to create an environment that allows users to customize the areas on the app they interact with daily to better showcase the information that is unique for their industry.
Since starting my work on BLMS, the app's NPS (user satisfaction) score has gone from a 46 to an 86 and is still climbing. At a recent user conference I had the privilege of speaking with a number of our power users who expressed how much the new features and layout of the application has improved their efficiency and experience using BLMS.