Initial research was done to find out what was the then-user flow, before conceptualizing a proposed and to-be user flow. SIM recruited user for us to conduct user interviews to find out what their pain points were. Another group of users recruited by SIM participated in a usability testing to test effective-ness of proposed and approved designs and identify missing gaps.

Meetings were held once or twice every week with the working committee to update on the project’s progress and findings.