Unifying driver licensing, insurance, claims, and payment services into one trusted digital portal. A responsive self-serve platform designed to bring ICBC services together in one consistent experience for British Columbians.
I also led the UX design of the upcoming Card Online Renewal & Replacement experience.
My ICBC is ICBC’s evolving digital ecosystem that brings driver licensing, insurance, claims, payments, and account management into one unified portal.
Before My ICBC, many services existed separately with their own systems, branding, and sign-in experiences. This created fragmented journeys, inconsistent experiences, and trust concerns for users navigating between services.
My ICBC was created to provide a more connected, accessible, and seamless self-serve experience where users can manage essential services in one place.
The platform currently supports services across:
Road test booking, appointments, driving records, debt payments, mailed card status, practice knowledge testing, and ID guidance.
Renewals, estimates, insurance documents, payment details, broker services, odometer submissions, and specialty vehicle services.
Online claims, claim management, witness reports, healthcare and repair facility tools, and vehicle history reports.
Address updates, communication preferences, reminders, and profile management.
Direct deposit setup, payment plans, and debt management.
Before My ICBC, services such as driver licensing, insurance, and claims were maintained independently.
Users often had to sign into multiple systems to complete related tasks. Branding and experience patterns varied between services, creating friction and inconsistency.
This fragmentation created larger UX challenges:
Trust is critical within government services.
Users frequently questioned whether they were still interacting with an official ICBC experience when branding and experiences changed between services.
The challenge was not simply designing screens. It was helping unify disconnected systems into a trusted and cohesive experience.
To validate navigation, authentication, discoverability, and payment experiences across My ICBC, we conducted moderated usability testing across desktop and mobile.
I participated in facilitation, note taking, observation, and translating findings into design improvements and prototype iterations.
Testing Overview:
3 testing rounds
18 participants
Desktop and mobile testing
Diverse participants across BC
Task-based evaluation and ease-of-use scoring
Participants completed realistic tasks across:
Testing revealed a strong overall success rate, with most participants completing tasks successfully and reporting a positive ease-of-use experience.
Key insights included:
Authentication & Sign-in
Some participants struggled with sign-in visibility and mobile KBA layouts.
Iteration
Payments & Billing
Participants sometimes associated payment tasks with insurance or claims and struggled to find payment-related information.
Iteration
Direct Deposit
Testing revealed banner blindness and confusion around banking terminology.
Iteration
Claims & Service Navigation
Some users selected unintended pathways due to mental model differences.
Iteration
Testing reinforced the value of designing through real behaviour rather than assumptions.
By observing users, identifying friction points, and iterating prototypes, we helped shape clearer and more intuitive experiences across My ICBC.
Designing My ICBC required close collaboration and continuous iteration.
The process included:
The work involved ongoing coordination across teams, evolving requirements, and multiple rounds of refinement.
My ICBC was designed to help users understand and manage important information at a glance.
The dashboard brings together driver licensing, insurance, claims, and account information into one experience with clear navigation and meaningful actions.
Each service appears as collapsible sections that allow users to focus on what matters most while reducing visual overload.
The experience provides quick visibility into:
Contextual calls to action help users move directly into important tasks such as reporting claims, booking appointments, managing services, or completing transactions.
I contributed to responsive layouts and supported UX and visual improvements across this shared experience, helping ensure consistency across desktop and mobile interactions.
One of my primary focus areas within My ICBC was the Payment & Billing experience.
I designed the payment plan experience, including:
The payment plan interface needed to communicate a large amount of financial information clearly and confidently.
Users may manage multiple vehicles and policies while needing to understand payment status quickly.
The experience included:
Status indicators included:
The primary UX challenge was hierarchy.
The information needed to remain readable, trustworthy, and easy to scan while balancing financial complexity and responsive design requirements.
Through testing, analytics-informed iteration, team reviews, and continuous refinement, the experience evolved into a clearer and more user-friendly payment system.
[Placeholder for metrics and measurable outcomes.]
My ICBC helped support a more connected and seamless self-serve experience for British Columbians.
The platform contributed to:
My ICBC reinforced the importance of designing scalable systems.
Creating a unified ecosystem for millions of British Columbians could not happen all at once. The work required balancing long-term vision with MVP thinking, prioritizing essential services first while creating room for future growth.
The project strengthened my understanding of:
Designing scalable experiences
Balancing business, policy, and UX requirements
Building trust through consistency
Accessibility and responsive design at scale
Collaborating across complex teams and systems
It reminded me that successful digital transformation is often gradual, collaborative, and deeply connected to trust.
Leading the end-to-end UX of a future self-serve experience for BC drivers.
I led the UX design of ICBC’s upcoming Card Online Renewal & Replacement experience, from research and flow creation to high-fidelity interactive wireframes, testing, iteration, and stakeholder collaboration.
Due to confidentiality and upcoming launch timelines, detailed screens are not publicly available.
CTA:
View work in progress → (Password protected)
