BUILDING A HIGHLY FLEXIBLE CERTIFICATION PLATFORM DELIVERING A 70% EFFICIENCY BENEFIT
THE CLIENT
Our client is an independent professional body and charity promoting and advocating standards of patient care within a regulated industry in England and Wales.
CLIENT NEED
A modern user-centric platform that streamlined an application process
Ultimately our client wanted to deliver the best possible experience to its customers’ and in doing so increase the adoption rate of online certification within their space.
Certification is a primary service for our client – allowing them to ensure high standards are maintained but also providing a source of commercial income.
Previously certification was being delivered through a legacy platform where customers’ submitted evidence of their expertise to a qualified evaluator which would then lead to either accreditation or a request for further evidence before qualification could be confirmed.
Problems with the platform had been identified but our client, like many organisations, had a backlog of technology issues to address and a defined resource to do so.
Equally attracting the wide range of technology skills any modern organisation requires to support its technology infrastructure was a constant battle.
The rigid structure of the legacy platform meant that it could no longer meet the needs of the organisation and was unable to meet the expectations of external users. Old, complex and rigid rules meant that evolving the platform had no longer become viable.
The platform was now holding back the organisation from improving the experience it offered its members and in expanding participation in the certification process to a wider educational audience.
Customers’ found the rigid nature of the system hard to navigate leading to frustrating user journeys and failed registration attempts. As a result, the administration team was spending an increasing amount of time supporting the platform – the opposite of their expectations.
