Enabling effortless diploma sharing in My Citizen Profile
A usability study assessing the effectiveness of a data vault, integrated into the Flemish government's portal, to share documents with Randstad.
The challenge
To make diploma sharing seamless in a privacy-friendly manner, HR company Randstad and the Flemish government explored implementing data vaults within My Citizen Profile (serving over 3 million users).
Because this introduced a completely novel user experience, I was commissioned to evaluate the solution and suggest design optimisations to increase user acceptance, trust, and platform usability.
- My role
- UX consultant
- Partners
- Flemish government & Randstad
- Status
- Completed
The process
01 — Usability testing
To evaluate user comprehension and uncover usability friction points, I conducted 10 think-aloud sessions using real-life scenario tasks, short follow-up interviews, and standardised survey metrics measuring perceived ease of use and usefulness.
Initial findings
02 — Video analysis
Show, don’t tell
Rather than simply reporting findings, I wanted stakeholders to experience users’ reactions firsthand. To achieve this, I created a video compilation highlighting the most revealing moments from the usability sessions. The video was organised into clear chapters, each focusing on a specific usability aspect, offering stakeholders an immersive and memorable way to understand user behaviour and pain points.
03 — Design recommendations
From challenges to solutions
Data from usability testing and surveys revealed that the primary challenge was explainability rather than usability, as many users found the data vault concept confusing.
Moving beyond simply highlighting these issues, I provided an actionable design recommendations report to make the concept clearer and more intuitive. These results were also presented live to the project managers at Randstad and the Flemish government, supported by the video compilation.
04 — Impact
My Citizen Profile
