This project aims to enhance the online experience for individuals applying for or renewing a DCWP Home Improvement License. The current process presents usability challenges that can lead to confusion and delays for applicants. Through user-centered research and design, the project seeks to improve the portal’s usability by streamlining navigation, clarifying application steps, and reducing points of friction. The ultimate goal is to streamline the process and enhance service delivery by developing a digital experience that is user-friendly, effective, and encouraging for all users.