The Federation of State Medical Boards (FSMB) is a nonprofit organization that helps state medical boards protect the public by regulating medicine. Its mission is to promote safe and ethical medical practice through effective regulation and public policy. FSMB provides resources, guidelines, and support for students pursuing board certification, sharing best practices for regulatory duties.
FSMB also offers tools and experiences to help students and physicians become licensed and to keep their credential information secure in a protected location. They aimed to optimize the FCVS and UA experiences by combining and streamlining them into one smart, faster process for applicants. The goal was to provide a single tool to gather and verify all credentials, store them for future use, and then use them to apply for state licensure.
TL;DR: FSMB helps ensure physicians are verified and safe for the public. They wanted to improve digital licensing processes to help physicians meet the highest standards of medical care.
Example of the Smart Warning that alert a user based on their entered information or knowledge of their specific situation
Objectives
• Decrease user time to value • Increase speed to task accomplishment • Improve SUS score of visual interface and interaction design • Provide bulk actions and report generation to decrease time on task overall
Example of the Training Experience and Navigation
Services Rendered
Research & Ideation
UI/UX Design
Workshop Facilitation
Engineering
Product Management
Quality Management
Example of Selecting your State Board Recipients and Selective Products available
What We Did
Research existing experiences that would be combined
Benchmark application experiences and identify best practices
Conduct user interviews and extract key themes
Create a journey map of the current and ideal future experience
Develop a service blueprint with the FSMB team to cover UI, UX, and backend/process improvements
Evaluate and redesign the information architecture; include high-level recommendations
Create wireframes and prototypes; run multiple rounds of user testing
Iterate on design across several rounds and finalize look and feel
Design 3,000+ pages for a streamlined digital experience; include prototypes for engineering
Develop future-state iterations and mobile-responsive designs for all pages and scenarios
Conduct additional user testing on the proposed UI/UX
Help lead product performance and strategy efforts (e.g., North Star Metric Workshop) to identify top metrics and KPIs for the new digital experience
Example of ones Chronology Page and all added activities and any gap warnings
The Process
We spoke with stakeholders to understand users’ goals, actions, pains, gaps, and what motivates them. We mapped the different scenarios in which people use this process, captured timelines and emotions, and explored ways to make the experience as seamless as possible.
Example of the License Page or items preloaded and those added by the user
The Outcome
Delivered a streamlined, user-centered digital experience, reducing friction and speeding licensing workflows.
Produced a cohesive end-to-end design and processing blueprint, aligning UI/UX with backend improvements to boost efficiency and user satisfaction.
Established a data-driven roadmap (North Star metrics and KPIs) to guide ongoing product performance and strategic decisions.
Validated concepts through multiple rounds of user testing, resulting in a polished, mobile-responsive design ready for engineering.
Created an integrated service blueprint and information architecture, enabling faster iteration and more consistent experiences across platforms.
Most Importantly: Achieved a unified FCVS/UA experience which maintained the user base, expanded growth, and lessened errors in the lifecycle (a key KPI!)
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