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 POC of a Government services dashboard to allow users to easily find and access the COVID-19 related services during the pandemic.
Government services dashboard represents one of the key entry-point for the new generation of public service experiences. In a world where the public organizations are forced to digitalize their processes and “products”, supporting both internal and external users with the right tools means to plot 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 the 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
- In order to avoid waste of publice money, I want to deliver services tailored according to the user needs such us their residence
- Onboard users with a simple procedure
Design Challenges
- Design the whole product with an existing design system, the documentation was not covering all the needs of the user journeys. We had to pimp some of the components in order to fulfil the user needs
- Decrease as much as possible the stress of filling forms. The main interaction metaphor is based on providing data and to rely 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
In order to design successful experiences, I do 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