PRODUCT REPLATFORMING
Improving Prometric’s online testing resiliency
ROLE
UX/UI LEAD
I lead the UX/UI team’s redesign of ProProctor, Prometric’s remote proctoring prototype, focusing on enhancing the testing-agent experience to bring the testing-agent dashboard in alignment with both user requirements and Prometric’s business goals.
OUTCOMES
My team delivered a redesigned UI interface that enabled Prometric to continue operations during pandemic restrictions while meeting the immediate needs of Prometric’s testing agents through:
Enhanced Agent Tools: Improved note-taking functionality, streamlined photo capture and scrolling, and enhanced audio/visual notifications for real-time interactions.
Improved Inter-User Communication: Reduced friction in agent-to-agent handoffs, and test taker-to-agent communication, resulting in a more seamless experience for all users , improved wait-times and enhanced operational efficiency.
Accessibility Compliance: Implemented accessibility standards that brought ProProctor in line with requirements for disabled remote test-takers.
Given the compressed timeline and evolving pandemic-era conditions, I directed my team to focus on four key areas:
Cross-team Collaboration: I partnered closely with UI designers and engineers to maintain design-to-code fidelity and troubleshoot technical constraints.
Long-term Strategic Foundations: I coordinated collaboration between Greyshore’s and Prometric’s UX/UI teams to create a scalable component library, ensuring design consistency across future iterations.
Service Blueprinting and Process Mapping: I created a comprehensive service blueprint--mapping key agent workflows, user touchpoints, and moments of friction that indicated opportunities for operational efficiency and improved communication amongst proctoring agents--providing my team with clear starting points for redesigning the proctoring-agent dashboard.
Iterative Design and Rapid Prototyping: I scheduled weekly interviews with testing agents to collect feedback on UI designs, ensure they met their evolving needs while keeping my team on track with the delivery schedule.
STRATEGIC APPROACH
ADDITIONAL PROJECTS
During the early days of the COVID-19 lockdown, Prometric —a leader in in-person proctoring services for professional testing (e.g. certifications, licensing, skills verification, etc.)— urgently needed to transition its in-person testing into an online remote proctoring service.
