Case: Analytics
Helping an EU capital city redesign its public service information & access portal
Facing a similar challenge?
The Challenge
Balancing usability with relevant information and accessibility for multiple user groups
The customer faced two key challenges in this project: managing and delivering per the expectations and needs of a very wide set of public stakeholders on both the demand side, which included citizens, and on the supply side encompassed government units, municipalities, and various public service organisations. Simultaneously, they needed to tame the information complexity and improve the usability of this widely demanded and used website.
Approach
Adopting a user-centered design approach to overhaul the product, we focussed on enhancing findability, discoverability and accessibility of public services for users. We aimed to bridge the gap between the wealth of available information and its usability, addressing the needs of longtime residents as well as transient visitors. One of the elements in the product that made it rather distinct in its category was in the design of a search and filter mechanism built to serve various differently-abled groups.
Outcomes
The project delivered a demonstrably more usable UI for this much demanded public service. It enabled better accessibility for people with different abilities. On the infrastructural side, the project create new integrations between public datasets such as transport and mapping, serving as a blueprint for similar initiatives. The project enhanced the public trust in the city’s infrastructure and impacted the use of public services while strengthening the perception of a transparent, efficient and responsive government among stakeholders.
