Product strategy & UX

LPI Ecosystem Modernization

A unified licensing and permitting ecosystem for state government — connecting citizens who need to get certified, reviewers who process applications, and field inspectors who verify credentials on-site. Built to scale across healthcare, business registration, and high-security license types on Salesforce.

UX Lead 14 months Salesforce Government

MTX LPI citizen dashboard with welcome banner, important communications, license summary cards, and my licenses table. — Citizen portal dashboard — quick actions, alerts, and license status at a glance.

The challenge

State licensing platforms are fragmented by design — long statutory forms, manual document triage, and no reliable way to verify credentials in the field. Applicants abandoned mid-flow. Reviewers spent hours on bad uploads. Inspectors had no secure, offline-ready way to confirm a license was active.

How I approached it

I led with four weeks of contextual inquiry — shadowing applicants, reviewers, and field agents before opening Figma. The work was less about simplifying compliance and more about organizing complexity: balancing legal requirements, database constraints, and real user behavior in cross-functional working sessions with legal, engineering, and operations.

Step-pruning

Legacy flows forced every transaction through a 13-step wizard. I designed a rules-driven engine that trims amendments and renewals down to 4–6 relevant steps — so a supervisor name change doesn’t mean re-submitting an entire background history.

Zero-app verification

Instead of requiring inspectors to install an app, the mobile wallet generates an encrypted QR code. Any phone camera opens a secure, read-only verification page — instant validation even in low-signal environments.

Reviewer clarity

Portal data maps directly into Salesforce CRM layouts with a chevron progress path and due diligence checklist — so reviewers focus on legal judgment, not hunting for missing documents.

Citizen portal & dashboard

Split-gateway entry for individual vs. business registration, plus the personalized dashboard once authenticated.

13-step intake wizard

Modular application flow with progression tree, field groupings, and privacy-aware address handling.

13-step license application documents screen with upload table, file type guidance, save to vault options, and step progress sidebar. — Documents step within the 13-step wizard — structured uploads with clear file requirements.

Amendment & step-pruning

Micro-wizard triggered for license changes — only the steps relevant to the request stay in the flow.

Pruned 4-step amendment wizard for supervisor and collaborating professional information with save and proceed navigation. — Amendment flow trimmed to 4 steps — supervisor update without resubmitting full history.

Back-office review canvas

Salesforce CRM layout with chevron stage-gates, due diligence checklist, and document triage tools.

Salesforce business license application review screen with chevron status path, documents tab, and submitted and rejected file triage. — Back-office review in Salesforce — stage-gate progress, document status, and reviewer actions.

Mobile wallet & QR verification

Digital credential with state-seal rendering, profile photo, and scannable QR for universal field verification.

Mobile my licenses screen listing credential cards with expiration dates and renewal alerts. — My licenses

Mobile add license screen with license number entry field and submit action. — Add license

Mobile license detail screen with expiration date, address, and scannable QR code for field verification. — QR verification

End-to-end mobile journey — wallet, credential lookup, and on-site QR verification.

65% Faster amendment filing via step-pruning

42% Fewer form rejections through real-time validation

<3s On-site license verification with web-routed QR

Enterprise UX isn’t about hiding complex data — it’s about organizing it so citizens, reviewers, and field agents each get exactly what they need at the moment they need it.