e-Proof Mobile Application


In an era characterized by digitalization, the Hong Kong government recognized the need to provide convenient solutions for proof verification to the public. The Office of the Government Chief Information Officer (OGCIO) embarked on a project to develop a mobile application with two primary objectives:
1. Enable the public to securely store licenses and certificates issued by the Hong Kong government.
2. Empower validators and verifiers to efficiently process these documents within the same mobile application, thereby enhancing workflow efficiency.

The Team

Solo designer, 1 Project Manager, 1 System Analyst, 1 Business Analyst, 2+ Developers

My Role

As the sole designer, I was responsible for crafting a winning design proposal that covered both UX and UI strategies. I collaborated effectively with the Project Manager and Business Analyst for sprint planning and project alignment. Working closely with System Analyst, and developers, I ensured a seamless implementation by understanding technical constraints. I also led weekly design reviews with customers and stakeholders, incorporating their feedback for continuous improvement.


Nov 2022 - Apr 2023


About e-Proof

In our daily lives, individuals often hold various licenses, certificates, and permits issued by the government. These documents can range from driver's licenses and extend to businesses such as restaurants that require licenses like food manufacturing and fire permits to operate legally. Currently, individuals are required to carry physical copies of these licenses for verification purposes. Recognizing the need for a more convenient and efficient verification process, as well as the desire to enable the public to travel without cumbersome physical documents, the government decided to develop a mobile application to address these challenges.


In November 2022, I initiated the project in collaboration with the Project Manager and Business Analyst. Drawing inspiration from mobile wallet applications, I introduced the concept of a digital wallet and proposed an overall design concept along with interface designs. The Office of the Government Chief Information Officer (OGCIO) was impressed with the idea of a digital wallet and the cohesive interface design that perfectly aligned with the project's objectives. With collective effort from my colleagues, our company secured the winning bid, resulting in significant revenue growth.

In Feburary 2023, we embarked on comprehensive user research to guide user-focused development and enhancement efforts, ensuring that the app would truly meet the needs and expectations of its users.

Problem statment

For licensee:
There is a need for a more efficient and accessible method to manage their licenses, which are essential for verification purposes.

For Verifiers:
There is a demand for simplifying and optimizing the verification process, making it more efficient and user-friendly for validating licenses and certificates.

Jump to Solution

Refining the Pre-Kickstart Phase

Define project objectives

While the design proposal has laid the foundation for the project's design style and key features, I took proactive steps to comprehensively understand the project's background, purpose, and challenges. This involved conducting one-on-one interviews with both the Project Manager and System Analyst, carefully reviewing meeting documents prepared for the Office of the Government Chief Information Officer (OGCIO).

Project Manager

Sample Question

  • Overall Goals and Vision:
    How would you define the overarching goals and long-term vision for this project?
  • Initial Deliverables:
    What are the initial deliverables you expect to see as we embark on this project?
  • Project Timeline:
    Could you provide insights into the expected timeline for this Agile project?

System Analyst

Sample Question

  • System Security and Performance:
    How do we ensure the security and performance of the system, considering the sensitive nature of license and certificate data?
  • Technical Limitations:
    Are there any potential technical limitations or challenges that might arise during the implementation of the design proposal?


Sample Question

  • Customer Expectations:
    What are the primary expectations of the client for this project?
  • User Experience and Branding:
    Are there specific user experience requirements or branding considerations that we should be aware of?
  • Feedback and Suggestions:
    Do you have any feedback or suggestions based on the design proposal idea that you'd like us to consider during the project's execution? 

How might we optimize the verification journey to benefit both licensees and verifiers?

Understand users

In collaboration with OGCIO, we conducted interviews with 22 users and received 105 responses on surveys to gather feedback. To guide our research efforts, I established the following research goals:

‍Personal Licensees

  • Identity: Hong Kong public
  • Diverse Demographics: come from different ages, ethnicities, education levels, and professions
  • Need for Convenience: seek convenience in managing their personal licenses, avoiding the need to carry physical documents while ensuring easy access when required.

Organizational Licensees

  • Identity: Business Owners
  • Potential for Multiple Licenses: some may hold multiple licenses for different aspects of their operations, increasing the complexity of their needs
  • Desire for Efficiency: they prioritize efficient license management to ensure their businesses remain compliant and operational


  • Identity: Law Enforcement and Government Officers
  • High Volume of Interactions: regularly engage with citizens to verify licenses, often in high-pressure situations, which underscores the importance of a streamlined process.

User research


Current Process

Explore into understanding the current license verification process, including how users manage their licenses and any specific licenses or permits they frequently encounter.



Aim to uncover the challenges faced during the verification process, as well as elicit insights into what users considered an ideal workflow for verifying or managing licenses through a mobile app.



Gather suggestions and preferences regarding notifications and reminders to enhance the user experience.



Aim to validate existing personas and discover any additional personas that might not have been initially considered.

User interviews

I interviewed 22 participants during video and in person interview. The questions were are in-depth, including their deep-level experience in license verify, areas that should be improved, and their preference on functionalities.


Video / In person


22 participants interviewed


23 - 55 years old

Education level

Post secondary: 16 people
Secondary: 4 people
Primary: 2 people

Surveys - Quantitative result

As the user scale is large, in order to conduct more datas which represent different groups of users, we draft the survey questions to gather quantitative datas.

Identify pain points

Upon analyzing the data and applying card sorting techniques to identify patterns, we categorized the problems and pinpointed significant pain points:

✏️ Long validation time

Verifiers often face long wait times to verify the authenticity of licenses, especially when not in an office environment. They may need to contact relevant departments to confirm the license, lacking a direct and efficient verification method.

🔎 Inefficient search experience

Users encounter difficulty in tracking and updating the status of their licenses. Determining whether a license has expired or been revoked is inconvenient, leading to a nonuser-friendly user experience.

⚠️ Security and Risk

Relying on physical licenses for authentication raised security concerns and associated risks. Physical licenses can be lost, stolen, or counterfeited, potentially resulting in identity theft or fraudulent activities

🤔 Unclear license status

Users found it inconvenient to monitor and update license statuses, including checking for expiration or revocation. The lack of clarity made tracking and managing license-related information challenging.

Define strategies to tackle pain points

Based on the identified pain points, our design strategy aims to create a user-friendly and reliable experience focused on three key aspects:

In response, we set our design goal: To empower users to effectively manage and access their licenses while delivering a seamless and efficient experience that accelerates verification times, benefiting both the public and government officers.

To achieve this objective, we crafted a comprehensive set of user experience strategies and solutions aimed at alleviating identified pain points and optimizing user journey:

Applying strategies into user journey

To create a seamless and secure user journey within the e-Proof application, we have integrated the three design strategies into two primary sections: the License Wallet and Verification. These strategies aim to enhance user experience, provide data security, and streamline processes.

Set up a password for more secure use

In the License Wallet section, users are prompted to set up a password during their initial login. This step enhances the security and confidentiality of license-related data. Additionally, users have the option to enable biometric authentication, further strengthening the security layer.

Easy search and filtering

To facilitate users with multiple licenses, we have integrated a search function in the License Wallet. Users can search by keywords such as the license name and government department name. Moreover, a filter function is available, allowing users to speed up the search by categorizing licenses based on characteristics like personal licenses, business licenses, or expired licenses. The sorting function further enhances personalization by enabling users to arrange licenses by criteria such as licensing date or expiration date.

Better organization with folder creation

Users can create folders within the License Wallet to organize licenses based on type or purpose. Frequently used folders can be prioritized and displayed on the home page for quick access.

Detailed license information

Each license entry within the e-Proof Wallet provides clear and comprehensive information. An indicator is included to denote the license status (e.g., expired or revoked). Additionally, the license includes essential details, such as the license holder's name, license number, valid date, and issuer, ensuring users have all necessary information readily available.

Seamless information migration

Recognizing the need for data transfer between devices, e-Proof incorporates a seamless data transfer function using QR code technology. This feature enables users to effortlessly migrate license information from the old mobile phone to the new one.

QR Code generation to streamline verification process

The app employs QR codes to replace physical licenses, significantly reducing verification time for administrators and government officers. Scanning the QR code provides instant access to verification results.

Licensee's perspective

Licensees have two options for generating QR codes to serve different purposes and scenarios. Below, I outlined user scenarios for each of these options:

Based on the two user scenarios, I drafted and designed user flows for QR code generation process.

Verifier's perspective

Verifiers access the verification function within e-Proof, entering camera mode to scan the licensee's QR code. The application enables verifiers to view verification records for reference. Verifiers who have not set up a password are restricted from accessing certain records for security reasons.

Summary & Retrospective

I thoroughly enjoyed the design journey for the e-Proof mobile application and take pride in successfully completing the design-related sprint in April 2023. While I couldn't actively participate in the subsequent development phase, which focused on backend discussions, I found immense satisfaction in contributing to the design process and collaborating closely with product managers, developers, and other stakeholders.

Measuring Success and Impact

Although the e-Proof mobile application is still in the development and coding phase, not yet launched to the market, it has already delivered substantial results. The project secured $1.5 million in revenue growth through a successful bid in 2022. As usability testing with the high-fidelity prototype progressed, the outcomes were impressive:

✅ 90%

High Task Success Rate:

Users consistently achieved task completion with a success rate exceeding 90%. This indicates that the prototype effectively supports users in accomplishing their objectives.

⬆️ 60%

Short Task Completion Times:

Users completed tasks swiftly, with an average task completion time of 2.2 minutes, significantly outperforming the original procedure by 60%. This highlights the efficiency of the user interface.

✅ 93%

Positive Usability Scale Ratings:

The prototype received an average usability scale score of 93 out of 100, indicating a high level of usability and user satisfaction.


Wide range of target user

Given that the e-Proof mobile application caters to the public sector, our user base is diverse. I needed to maintain seamless communication with both OGCIO and our cross-functional team to ensure the effectiveness of our user research and design solutions.

Tight deadline

Operating under stringent time constraints, we adopted an agile approach to design a comprehensive user journey and user interface within a month of completing the tender proposal.

Edge case consideration

The license verification process involved complex workflows, necessitating thorough consideration of edge cases. I dedicated effort to designing solutions that could address these complex scenarios effectively.

More Project

Cloud Service Marketing Website

UX Research & Design, Visual Design, Interaction Design

Service Management Platform

Visual Design, Interaction Design, Design Systems