Trying to find out how to find, apply or pay for a government service can be frustrating to citizens. What if there was a way to do it all online and at the click of a button. This was our challenge for this component.
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I am going to break down the process for this component in the steps of a Design Thinking process (empathize, define, ideation, prototype and test):
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My role here was meeting with Project Manager in order to understand the data collected, the major pain point and business opportunity.
Empathize
We constantly receive feedback from:
Focus
Groups
Polls and
Surveys
Customer
Interviews
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We extract the major user pain points from this data.
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The project manager conducted a market analysis and decided this was a major pain point to address and the greatest business opportunity.
Define
My role here was meeting with Project Manager in order to understand the data collected, the major pain point and business opportunity.
Goal:
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Users have a hard time finding the services they need because they don’t know which department website to visit in order to find the specific service they are looking for. How might we create a central location for users to find multi-departmental services, so that they don’t have to go to different department websites looking for services.
I researched other solutions that other organizations have come up with in order to achieve a similar goal.
Competitive Testing Conclussions
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Component should be available to implement on any page of the site.
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It should be a standalone component that can be implemented in multiple pages of the site.
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It should be easy to add and update through the CMS.
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It should not be search based because it can be confusing to have a second search box on a page, and in general, users don’t know specifically what to search for.
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It should not limit the amount of services provided because organizations can provide many services.
