The Challenge

Enterprise Client Portal

Underwriters Laboratories (UL) is a global enterprise that wanted a better way to service its customers and facilitate access to their databases and directories.

The Challenge

The Challenge

As one of the most trusted safety compliance systems in the world, UL needed an improved B2B client portal that could provide a quick and easy way to access safety certification data, quotes, orders, safety inspection reports, procedures, and global certifications.

The goal was to build a tool that would empower UL’s customers to make more informed, data driven decisions.

The Solution

The Solution

UL now boasts a new client portal that offers a responsive web-based solution that can be used from anywhere, at anytime - MyUL Portal.

We also delivered a component based design system that ensures a consistent experience for the user while reducing development costs.

In March of 2019, UL also launched UL Product iQ, a modern search engine platform, with an online directory that delivers more accurate and advanced search results though a clear and easy to understand UI.

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Human-Centered Approach

Human-Centered Approach

At the time, I knew little to nothing about safety certification. I listened closely as we collaborated with our colleagues at UL to understand how users accessed certification data and then went into a deep dive to identify gaps in the existing process.

We noted everything we thought was unclear and relied on extensive task analyses, experience maps, and sketching to better understand the challenges faced.

Most users complained about the fact that finding certification data was an obscure process that was manually intensive (think paper forms). They were also apprehensive about how digital access to this information would affect their workflow.

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Design

Design

We moved forward designing a system that streamlines a once laborious and time-consuming process through a user-friendly interface that is clear, attractive and highly functional.

Through intensive collaboration with the team at UL, we were able to narrow down the functionality that would be most useful for UL customers. These include guided keyword search, search refinement, and the ability to filter search results based on relevant criteria.

The new customer portal offers a responsive web-based solution and design system that ensures a consistent experience for the user, and a component based design system that reduces development costs.

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Wireframes and Mockups

Wireframes and Mockups

We frequently requested feedback from business stakeholders and developers. Design reviews where facilitated by sharing design concepts using Marvel.

Detailed wireframes, mockups and style-guides allowed the development team to focus on building everything properly. Design specifications where delivered to the development team using Zeplin.

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The Results

The Results

UL now offers a modern search engine platform, with an online directory that delivers more accurate and advanced search results with an improved user experience.

In March of 2019, UL launched a modified version of our proposed concept as UL Product iQ.

Research

Research

Over the course of six months, my WAYFINDER teammates and me, met with key business leads and subject matter experts at UL’s headquarters in Northbrook, IL.

We led discovery workshops that included card sorting activities and whiteboarding sessions that later helped us organize content and key functionalities.