Pearson VUE · OnVUE
A cross-device exam-day experience that connected readiness, identity, room capture, and recovery as remote proctoring grew.
As founding designer, I shaped the original check-in and continued stewarding its evolution.
Remote exam check-in depended on several systems and devices working together. Failures in readiness, identity, capture, or synchronization could interrupt an exam and increase support and operational effort.
As the service grew, the experience needed to remain secure, accessible, and dependable at scale.
Business need
Support secure remote exams at scale by reducing avoidable check-in failures while protecting exam integrity and operational reliability.
Candidates completed a high-stakes process under time pressure, moving between desktop, phone, automated checks, and human support.
When a device or connection failed, status and next steps could be unclear, and candidates risked losing progress or becoming stuck.
User need
A clear, recoverable exam-day journey that explains what is happening, preserves context across devices, and offers another path when a step fails.
Problem to solve
Connect readiness, identity, workspace capture, and exam launch across devices while preserving progress, security, and recovery.
How might we
As Founding Product Designer, I led the 0→1 experience that became OnVUE and continued stewarding it as desktop, mobile web, native mobile, and human support became one synchronized service.
Coordinate system tests, identity, room capture, queueing, and recovery across desktop and mobile under exam-day pressure.
System and connectivity checks expose what needs attention while there is still time to recover, reschedule, or choose another route.
QR, SMS, mobile web, and native capture share context.
Failed connectivity, incomplete capture, and accessibility needs lead to explicit choices instead of a dead end or a silent restart.
Mobile identity and capture states that complete the desktop-to-phone journey.
The redesigned check-in contributed to approximately 25% fewer failures. The platform supported 300% growth and now serves 2.3 million exams annually.
Each new handoff adds failure risk.
The public case compresses years of platform evolution and cannot attribute every later feature to the founding design phase.
Keep reducing recovery time and measure where candidates still need a human to re-establish shared context.
Includes the role breakdown, evidence, edge cases, outcomes, and lessons.
Go deeper
The full case study contains additional project context, iterations, and evidence.
Full case study