Brought in as the projects only UX Designer, I established an iterative process which drove the discovery work that lead into prototyping, user testing and the implementation of the final design.
ROLE
• Product Designer
• Business Analyst
SCOPE
• Client portal
• Admin portal for the employees
Enable anyone in the country to manage their business-to-government operations online.
Problem statement
Context
Government services are confusing. It takes time and effort to learn which documents you need in which cases. One of the most frequent support questions has been: Where to find the right ones. Existing system is so hard to use that almost only experts use and most inquires are done in person.
The client was looking to digitise existing processes for customers and employees using web technologies. A secondary priority was to develop an employee admin portal with integrations to different systems to have a single point to access and manage client requests.
Customers were complaining that a simple submission can take hours without having confidence if the submitted data is accurate. The existing system has been unstable with about 20% of requests failing to be submitted.
Team
A remote cross-functional consultant team of analysts, managers and engineers working directly with the client.
Challenges and obstacles
A fixed time & budget limited the scope of analysis and validation that I was able to do
Requirement to use the IBM carbon design system limited potential design solutions
At the same time working on 3 project phases
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![Service Catalogue]()
Selecting services
-
![Sign documents digitally]()
Sign documents digitally
-
![Set responses]()
Double checking the verdict
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![Managing submissions]()
Automatically find inaccuracies
The approach
Feedback driven iterations
Miro discovery
Concept wireframe
Feedback loop
Design mock-ups
Feedback loop
Iterate
User testing
Iterate
Feedback loop
Developer handoff
Discovery
Learning about the systems workflow from experts to understand how flexible can the design approach be.
Information flow
Building the information flow that illustrates how different systems communicate with each other was useful to conceptualise the system and learn about technical limitations on other systems.
Validating the direction
Collaboratively find consensus on a user journey to use as a base for the next stage and later test with end users.
Different levels of fidelity help progressively build shared understanding about the ins and outs of business processes and use cases.
When the product knowledge is developed, technical limitations and edge cases tend to be found and need to be worked through.
Digging into the details
Discovery phase - board with sticky notes + WHY?
Continuous feedback is important for continuous improvement.
User testing
Most users had little to no problems completing tasks which can be seen in the post test survey results about satisfaction using the system compared to the existing one.
The post test survey - more is better - showed that the workflow mostly worked for most users but needed more improvements in the next iterations.
Information Architecture
Discovery phase - board with sticky notes + WHY?
Design
Discovery phase - board with sticky notes + WHY?
Final thoughts
Discovery phase - board with sticky notes + WHY?