Digital Credentials: bringing clarity to a complex, emerging system
The challenge
Emerging digital credentials product with undefined standards and high ambiguity. Misalignment across product, design and engineering, making it difficult to define the system and move forward.
What I did
I introduced OOUX modelling as a way to structure and articulate the product early, creating a shared view of the system at a low-fidelity, low risk stage.
This made it possible to map the underlying infrastructure and explore how differenct components related to each other, without getting lost in technical implementation.
The work gave the cross-functional team a clear way to scope the system, align on priorities and move forward with greater confidence.
What it revealed
Articulating the system through content exposed gaps and inconsistencies in how key concepts were understood.
Two significant shifts helped the team move forward:
The credential definition became the central organising structure, enabling a more coherent product model.
The concept of the agent was removed from the UI and managed in the backend, simplifying the experience.
Impact
The work shifted how the product was defined, structured and delivered.
It influenced the roadmap to prioritise flexibility and advanced customization.
A modular architecture reduced configuration complexity and improved onboarding for admins.
Applying OOUX created a structured approach to early-stage design, enabling faster alignment, clearer decision-making and low risk exploration, which accelerated delivery across the team.
“Your leadership in facilitating the OOUX workshop was a game-changer. You broke us out of a stalled understanding phase and moved us into active exploration on Digital Credentials, our highest priority effort.”
Bringing content into the process early shapes the system, not just the UI. It creates the structure that makes the product more coherent and easier to configure.