Government UX Project — Simplifying online registration for Ontario businesses

Registering a new business was complex for entrepreneurs. Users often got confused about account types, previous affiliations, and required information. My goal was to simplify the registration process, reduce errors, and improve completion rates while maintaining compliance with government standards.

User flow

start >> form questions >> submissions

During the discovering phase we learnt the struggle of user's entry points to reach the registration form. The process was complex and required disintegrating the path in two.

- A short quiz to gauge whether user is applicable and required to register.

- The actual registration flow but with simplified forms and shorter process.

Step 1 - Understanding the challenge

Reviewed the existing registration flow, identified common user pain points, and mapped the end-to-end journey for new businesses.

Step 2 - Simplifying the flow

Redesigned questions for clarity, added conditional logic hints, and reduced repetitive steps. Special attention was paid to agency account types, affiliations, and previous account history.

Step 3 - Testing & refinement

Conducted usability testing with anonymized prototypes, iterated on confusing sections, and optimized error messaging to guide users through the process.