MyUtah
UX/UI Design
Public facing portal
govtech
Description
MyUtah brings multiple state services into one unified experience, allowing users to complete essential tasks, like requesting certificates, managing household information, and viewing immunization records. The portal supports a scalable transition from fragmented legacy systems to a single ServiceNow portal.
Role
UX/UI Designer
Timeline
2 Months
PROBLEM STATEMENT
Fragmented access to essential services
Residents had to navigate multiple disconnected systems to complete basic government tasks, leading to confusion and inefficiency.
Fragmentation
Lack of continuity across experiences as citizens navigated multiple disconnected department sites
Inconsistent UX
Each department had unique patterns and flows for the services they hosted
High friction
Frequent context switching caused confusion and drop-offs
Planning
Design Approach
Flows started from a mobile-first experience, ensuring that core citizen tasks could be completed in the most constrained context.
End-to-End Flow Design
Designed full-service journeys (discovery → completion). Focused on consistency across 10+ services and 5+ departments.
Scalable Patterns
Reusable structures for service discovery and start flows. Designed as templates to allow for expanding services to the platform as capabilities grow.
System Alignment
Built on Utah’s design library. Added new components to the client design system library with stakeholder approval to ensure brand and UI consistency.
THE SOLUTION
Centralized Services
The landing experience was designed to surface key state services upfront while guiding citizens toward relevant actions through the “I Am” navigation framework. After signing up or logging in, users could explore available services, access frequently used services, and manage their interactions through a centralized dashboard experience.
THE SOLUTION
End-to-End Service Flow
Below is a sample service flow for ordering a birth certificate, illustrating the end-to-end experience from service entry to order completion. The flow supports both selecting an individual from a user’s existing household and searching for an individual directly within the platform before placing the order.
WHAT I LEARNED
Outcomes
MyUtah established a scalable foundation for unifying fragmented state services into a cohesive citizen experience. Designing 10+ mobile-first service flows reinforced the importance of systems thinking, scalable patterns, and balancing consistency across multiple departments. The result was a unified entry point that enabled departments to integrate into a shared ecosystem while maintaining ownership of their individual services.
Unified entry point for
10+ state services
