Gov.br iOS app
A digital gateway that makes it quick and easy to access government services.
With the aim of simplifying document-related services for Brazilian citizens worldwide, the Gov.br app was launched. However, to provide users with a more intuitive and seamless experience, the platform underwent a complete redesign. The new platform offers a wide range of digital services, many of which are now available free of charge.
The challenge
The initial platform was challenging to use, with numerous navigation paths and multiple pages to complete a single task. Because of the frustrating user experience, many gave up on their tasks.
The solution
Create a new design system that gives the ability to navigate on a more intuitive and user-friendly platform. Enhance the interaction design to make it more visually appealing while maintaining a simple and intuitive user flow.
The outcome
The clear and intuitive design has made it easier for citizens to access government services, and the positive results have been seen in increased user engagement and satisfaction.
Make it fast and easy to use for everyone, everywhere
Give users more control over their time
Create a platform for innovation and deeper engagement
Key Objectives
We want people to sign up for the app and enjoy a simple, exciting and seamless experience. How to achieve that?
The Process
Research was done to
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Gain a better understanding of Gov.br existing platform, and how it might be improved or complimented.
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Identify the key elements of the user experience that need to be improved. Consider user flow, navigation, and layout.
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Understand how users interact with the app , but in a broader sense, how they interact with the services provided.
The research helped Define
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How the new features would fit into an existing system without disrupting Gov.br design consistency.
The Design phase
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Built out the social features and shaped how users would interact with each other within both existing social systems and the new ones.
The solution to the problem was Validated
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Through rounds of usability testing and priority revisions based on user feedback to build the best possible product.
Design
Validate
Research
Define
Researching the history of the Gov.br app and user interactions
Research goals
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Understand user needs and pain points in applying for government services.
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Evaluate the usability and user-friendliness of the current application process.
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Investigate user preferences for communication and updates throughout the application process.
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Gather feedback on the design and functionality of the app to inform future updates and improvements.
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Measure the success and effectiveness of the app in helping users successfully apply for government services.
Heuristic analysis
Gov.br current social systems were analysed to identify any pain points stand how they function (and don't), and define potential improvements.
To avoid improper submissions, does the app check user input and provide concise error messages?
Does the app offer users who require help with the application process easily accessible and understandable help and documentation?
Does the app have a neat and straightforward design, presenting only the functions and data that are absolutely necessary?
Interview Findings
After conducting interviews with Gov.br users, their needs, goals, and pain points were identified. One of the major needs that emerged was the challenge and complexity of the service application process. Users also pointed out pain points, including a lack of social elements on the mobile app and difficulty accessing their profile page.
To clarify how new features could be incorporated to Gov.br, a User Journey Map was made. This map will help the team determine the best ways to improve the app's usability and user experience.
User Interviews
In order to learn how users interact with the app, many interviews were conducted. Discussions focused on how these users utilize all of the app's capabilities and how simple and accessible the entire process is.
Sitemap Creation
Creation of a sitemap was key to understanding how users would interact with these new features.
After research, the solution was determined to define how this problem might be solved. The solution took form of new improvements on the user interface, streamlining the application process, and integrating existing systems and databases.
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Improving the user interface would involve making the application form more intuitive and user-friendly, ensuring that users are able to quickly and easily understand the steps they need to take to complete their application. This would involve simplifying the language used, providing visuals to help guide the user through the process, and providing clear instructions on how to submit an application.
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Streamlining the application process would involve reducing the number of steps required for users to complete their application, as well as eliminating any unnecessary information requests. Reducing the number of questions asked, simplifying the language used in the questions, and providing drop-down menus so that users can select their answers with ease.
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Integrating existing systems and databases would involve connecting Gov.br with other government systems and databases to make the application process more efficient. Connecting to government databases to pre-fill application forms with information, connecting to existing systems to verify identity and eligibility, and connecting to other systems to provide
Building into Gov.br's
existing design
Wireframes
Once the features were defined, I created wireframes to implement a new, clear and user-friendly experience. Since an overwhelming majority of users (and data) found that users tended to use Gov.br mobile more than the desktop app, wireframes focused on designing for mobile.
High-Fidelity Wireframes & UI
Since Gov.br is an existing app, the task of implementing things like, color and type was rigorous, and on an interaction level, several tweaks were continuously made to make sure that newly designed screens were meeting consistency standards.
Validating with real
Gov.br users
Usability Testing
By testing the app with real users, developers can identify any issues or obstacles that users may face when using the app and make necessary changes to improve the user experience. This increases app success rates, improving the efficiency and accessibility of government services.
Key Findings
Here is a list of key findings I learned about usability testing for Gov.br:
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Improved User Experience: Usability testing helps identify areas of improvement in the app, making it easier and more enjoyable for citizens to use.
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Better User Adoption: A user-friendly app is more likely to be adopted and used regularly by citizens, leading to improved access to government services.
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More Efficient Services: By reducing barriers to accessing services, usability testing can help streamline the process and make it faster for citizens to apply for services.
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Increased Satisfaction: By understanding the needs and expectations of users, developers can design an app that meets their needs and increases their satisfaction with government services.
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Better Return on Investment: Investing in usability testing can help ensure that the app is designed and developed effectively, leading to a better return on investment for the government.
Defining the Solution
Gov. br updated platform has been a hit! As a result, the app is now more user-friendly, efficient, and accessible than ever before. The redesign has checked all the boxes, including increased accessibility and user adoption. Overall, it's been a big win for everyone involved. This project is a great example of how usability testing can lead to amazing outcomes for users.
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The Outcome
