We redesigned FEHD’s Liquor Licence Processing System to make it the go-to channel for licensing, with a clearer and faster process.
The challenge
FEHD’s e-licensing system was ageing and complex, while users expected more accessible and convenient services. We needed to understand why current practices existed, so the new service could balance what was practical with what was ideal.
Our approach
We mapped the full application process, digital and physical, from internal and external perspectives. Comparing users’ online and offline habits revealed the pain points. A month of prototyping, co-design and usability testing followed, with users taking the role of designers.
The result
A new look and a streamlined workflow that centralises licensing and makes it more transparent.
Brand-wide figures reflect the client’s overall performance, not this project alone.
