Government services, the anatomy of a proof of concept, main sections: Results of the first loop | User expectations | Business expectations | Design challenges | Approach | Toolkit |User expectations
I was asked to design a proof of concept for a Government services dashboard that would allow users to easily find and access COVID-19-related services during the pandemic.
Government services dashboard represents one of the key entry points for the new generation of public service experiences. In a world where public organizations are forced to digitalize their processes and “products, ” supporting internal and external users with the right tools means plotting the road to successful experiences. As for every relationship, building trust based on data, security, and performance is key to success. The goal of this POC is to allow all citizens with a valid ID or Passport to understand what are the services available for them to face the COVID-19 situation.
Result of the first design loop
User Expectations
- I want to access the website without creating another account
- I want to have a glimpse of the services I can access based on my residence and on my whereabouts
- I want to have the chance to interact with a support service to better understand what I can/can not do
Business Expectations
- I want to deliver a single entry point for all the COVID-19 related services
- To avoid wasting public money, I want to deliver services tailored according to the user needs such as their residence
- Onboard users with a simple procedure
Design Challenges
- The whole product was designed with an existing design system; the documentation did not cover all the needs of the user journeys. We had to pimp some of the components to fulfil the user needs
- Decrease the stress of filling out forms as much as possible. The main interaction metaphor is based on providing data and relying on basic user interactions to validate them
- Design a set of dashboards to allow the users to always have under control the available products/services and the status of them
- Design the whole information architecture with the “every page is a landing page” metaphor
- Short timeline
Approach
To design successful experiences, I apply the design thinking approach.
On top of that, I always try to combine the 3 key ingredients of the design thinking practice.
Toolkit
- I used Sketch for the high-fidelity design
- I used Zeroheight to follow the design system guidelines