0-1 Licensing Platform Earns 94.4 SUS Score
TL;DR
Situation: Outdated tools (SQL reports and InfoPath forms) caused inefficiencies and errors for Licensing Specialists
Task: Designed License Pro, a modern, centralized platform from scratch
Action: Conducted user research, analyzed tools, created prototypes, and led usability testing
Result: Delivered a 94.4 SUS score, exceeded expectations, and contributed to the component library
Building License Pro: How I Helped Progressive Streamline Licensing & Improve Efficiency
Situation
Progressive’s Licensing Specialists were stuck in a mess of outdated tools—managing agent licensing with clunky SQL reports and tedious InfoPath forms. The process was slow, error-prone, and frustrating, making it harder for specialists to do their job effectively. The inefficiencies weren’t just a minor inconvenience; they were directly impacting the speed and accuracy of licensing approvals. It was clear they needed a modern solution.
Task
Brought in as a consultant via Insight, I was tasked with designing License Pro—a brand-new, centralized platform built from scratch. The goal was to streamline licensing workflows, cut out manual inefficiencies, and give specialists a tool that actually worked for them.
Action
Here’s how I made it happen:
User research upfront – Conducted stakeholder interviews and cognitive walkthroughs to pinpoint pain points like manual data entry and complex form submissions.
Mapped inefficiencies – Analyzed SQL reports and InfoPath forms to identify bottlenecks and areas for improvement.
Led end-to-end design – Took License Pro from early sketches to high-fidelity prototypes, ensuring usability and technical feasibility.
Close collaboration – Worked closely with product and engineering teams to align on requirements and ensure a seamless build.
Iterative testing – Ran usability tests, refining the interface based on real user feedback to eliminate friction and optimize workflows.
Result
🚀 SUS score of 94.4, proving the platform was highly intuitive and user-friendly.
🏆 Stakeholder buy-in & impact – Exceeded expectations, directly contributing to the PM’s promotion.
📌 Reusable design components – Contributed 8 key components to Progressive’s design library, now used across multiple products.
🔄 Massive efficiency boost – Specialists finally had a tool that streamlined their work, cutting out wasted time and reducing errors.
This project wasn’t just about building a tool—it was about eliminating friction, improving efficiency, and delivering a solution that made a real impact on the people using it every day.
Natalie Martin
Scrum Master
I've had the pleasure of working with Lance on two (2) separate projects. He is brilliant. He was able to analyze our teams UX/UI needs immediately and constantly offered up creative insights that helped us deliver a quality product. I highly recommend him for his deep knowledge of user experience and his ability to distill issues and guide the team to potential solutions. I would welcome the chance to work with Lance on future projects!
