Background
Citizen Report Benito Juárez is an App for every citizen to present their dissatisfaction regarding a public service.
Research
Research Methods
Research Goals
15 people were interviewed and asked the questions presented in the image, to know if they had made any report and what the process to do so is.
Key Results
Few people have made a report; to make their dissatisfaction known they comment among citizens but never to the corresponding authority, also they do not know who to turn to.
Research Questions
Pain Points
User Personas
User Journey Map
After understanding user needs, we created themes to be able to extract design ideas that later managed to respond punctually to user needs.
User Flow
We decided to recreate the entire process a user goes through to make a report, as well as extracting ideas on how we would punctually solve those processes.
Design Architecture
Once all processes and themes were taken into account, we generated the design architecture to organize what information goes in each view and how they will connect with each other.
Crazy Eights
Finally, to have a guiding sketch of where to direct our effort regarding interface design, we did the famous Crazy Eight exercise that explores design ideas our interface can take and takes the best of each one to finally have a final design.
Wireframes
We improved spaces, shapes, and content by digitizing the wireframes.
Wireframe 1
Wireframe 2
Wireframe 3
Low Fidelity Prototype
We visibly clarified links and internal actions within the design to then iterate internally in the team and corrected some internal connections.
Usability Testing
To finish the first stage, we wanted to survey users about the platform and obtain feedback such as observing how easy or difficult it was for users to navigate. During the interview, we learned that it was actually easy and intuitive for the user; however, some elements like text needed context despite already having an idea of what they were for. We iterated on the Wireframes and resolved the notice. Key Performance Indicator Questions: These are quantifiable measures used to evaluate the success of an organization, project, or activity based on its objectives.
Usability
- How easy was it for you to understand the purpose of the citizen reporting platform?
- How intuitive was the navigation on the platform?
- Did you encounter any technical problems while using the platform?
Design
- Did you like the general design of the platform?
- Were the user interface elements clearly labeled?
- Was the workflow on the platform logical and consistent?
Functionality
- Did the functions available on the platform meet your expectations?
- Do you consider that the citizen reporting platform would be useful for solving community problems?
- How likely are you to recommend this platform to other people?
Final Mockups
Once the Wireframes were refined, we dedicated ourselves to laying out all the elements adding colors, weights, shadows, typography, etc.
Mockup 1
Mockup 2
Mockup 3
Conclusion
Citizen Report Benito Juárez is an App for every citizen to present their dissatisfaction regarding a public service.