business one stop
A One-Stop Shop for Connecticut Entrepreneurs
Client: Connecticut Secretary of State, Department of Labor (DOL)
Role: UX Research Lead & Design
Team: Collaboration with DOL leadership, frontline workers, product teams, external state vendors, and state agencies
Tools: Figma, Miro, GA4, SurveyMonkey, User Interviews
Web Address: Business.Ct.gov
overview
Business.CT.gov was designed as a comprehensive, user-friendly one-stop-shop for entrepreneurs and business owners in Connecticut. The platform aimed to streamline the business registration process, licensing, and compliance while offering customized guidance and resources to support business growth.
Simplified Business Registration: Created a step-by-step guided experience to help users register their businesses efficiently.
Personalized Dashboard: Designed a dashboard that centralizes business compliance, tax filings, and key reminders.
Seamless Government Integration: Unified multiple state agency services into one cohesive digital experience.
AI-Driven Business Licensure Recommendations: Provided tailored guidance based on business type, size, and industry needs.
The Challenge
For Residents & Business Owners:
Confusion in Business Registration: Users previously navigated multiple disconnected portals, causing frustration and delays.
Lack of Personalized Guidance: Business owners often struggled to find the right resources specific to their industry and stage.
Time-Consuming Compliance Tasks: Filing and renewing permits was fragmented across different agencies without clear instructions.
Mobile Accessibility Issues: Many users relied on smartphones but encountered usability barriers on legacy state websites.
For State Employees & Agencies:
Inefficiencies in Handling Business Inquiries: High call volumes overwhelmed agency staff with repetitive questions due to unclear online resources.
Siloed Agency Data Systems: Different agencies operated separate databases, making it difficult to streamline approvals and information sharing.
Inconsistent Digital Standards: There was no unified design system, leading to inconsistent user experiences across state services.
The approach
To ensure Business.CT.gov met the needs of both entrepreneurs and state employees, we followed a structured design approach:
User Research & Journey Mapping: Conducted interviews, focus groups, and usability testing with small business owners, entrepreneurs, and government officials to identify key pain points.
Design Thinking & Prototyping: Applied iterative prototyping and user feedback loops to ensure seamless navigation, accessibility, and efficiency.
Agile Development & Testing: Collaborated with state agencies, engineers, and legal teams to implement changes in sprints, ensuring rapid deployment and continuous improvement.
Cross-Agency Collaboration: Unified siloed state agency services, integrating multiple business-related functions into a single, intuitive experience.
Mobile-First Optimization: Recognizing that 60% of users accessed the platform via mobile, we prioritized responsive design and touch-friendly interactions.
key findings
Users need clarity & personalization:
Navigation should be simplified based on user type:
Prospective residents need eligibility guidance before applying.
Current beneficiaries should be directed to self-service tools for renewals, updates, and case tracking.
DSS websites lack trust & transparency:
Long hold times and application delays forced users to rely on social media for help.
A step-by-step process tracker could reduce frustration and uncertainty.
Multiple disconnected platforms create friction:
Users struggled to differentiate between MyDSS, ConneCT, and AccessHealth.
Recommendation: Merge key functionalities into a unified dashboard for all DSS services.
Content needs a major overhaul:
Sidebars were the most clicked elements, while overview pages were ignored due to overwhelming content.
Recommendation: Introduce checklists, bite-sized FAQs, and intuitive content organization.
results & impact
50% reduction in business registration time, streamlining the startup process.
35% increase in platform engagement, ensuring entrepreneurs stayed compliant.
Optimized for mobile, meeting users where they are.
Modernized government services, making Connecticut more business-friendly.