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CitizenOne

Vivvo App Studios

Jan 2020 - Nov 2021

Trusted identity management platform for small to medium public enterprise and governments.

Role

Lead Designer

Challenge

Citizen One has become an integral system used by citizens to interact with government services, however with interface not communicating efficiently, it is difficult for users to understand processes happening in the application users don’t trust the application

The Goal

As the lead designer for the government services app, my objective was to design a platform that is scalable, ready to be connected to new clients' platforms, while also being compliant with W3C and WCAG standards. Additionally, ensuring security of the platform and the protection of personal data of citizens is of paramount importance. I worked closely with the security team to implement industry-standard security protocols and measures. My ultimate aim was to create a user-centric and intuitive experience for citizens interacting with their government services, that can be easily implemented and adopted by other clients.

Features

My team delivered all of the features within the platform.

  • Account creation
  • Login
  • Password recovery
  • 2FA
  • User profile management
  • User dashboard
  • Search for service
  • Service onboarding (more details below)
  • Consent management
  • Notifications management
  • Service view and management

Service onboarding - core feature design

We worked in an iterative process, where we continuously refined and improved our work based on feedback and new information. This approach allowed us to make progress and adapt to changes quickly, while ensuring that the final product met the needs and expectations of all stakeholders.

Research

This research was conducted to understand how users are interacting with an existing platform and to learn about their expectations. User behavior was studied through various methods such as survey, interviews and observations. Additionally, we also talked to internal and external stakeholders to learn about their needs and requirements to improve the platform. The goal of the research was to gather insights to improve the user experience and to align the platform with the needs of stakeholders.

Survey

We sent out a preliminary survey to gain insight at a larger scale into why and how often our users are using government services.

User Interviews

We held interviews with local citizens to obtain in-depth qualitative responses regarding the key aspects of the platform.

Stakeholder Interviews

We conducted interviews with our external and internal stakeholders.

User insight

Design Principles

Educate at the right moment

We need to ensure that education is done in a timely and effective manner. Users should have very clear expectations around how services should be onboarded and what the consequences will be

Transparency builds trust

It’s important that we are empathetic and understanding of our Users. It’s our responsibility to be clear and transparent about consents and how the personal informations are being handled

Empower users to use the platform

Users need to be confident on why and when personal informations are required. We should reassure users when service is being successfully activated.

Our user

Our user is a citizen who wants to access government services from the comfort of their own home. They are looking for a convenient and easy way to complete tasks such as renewing a driver's license, paying taxes, or accessing public records without having to go to a physical government office. They value the ability to complete these tasks quickly and efficiently, without having to take time off work or spend time traveling. They are looking for a user-friendly online platform that makes accessing government services simple and straightforward.

User journey

During using the service, we educate citizens on why certain information is required and why it is safe, while also being transparent about all policies and how to remove consent. Our ultimate goal is to promote the use of online government services and empower users to make informed decisions.

Diagram of a user journey, showcasing the progression from education to action. The journey begins with an education process, where during the sign-up and service discovery phase, the user learns about consents. As the user proceeds to give multiple consents, they enter an awareness phase. The next step involves actioning, where the user enters the necessary data to fulfill service requirements. Finally, the user is ready to use the service.

We explain the user what are the benefits of using each service and we walk the user through the process. We’re being very transparent about terms of use.

User Story

Linda is a new C1 user. She wants to renew her driver’s license. Before she can do it she needs to onboard the service. Linda gets confused with complicated flows. She wants to have full control during onboarding.

Testing

In this product testing, we evaluated the product on each level, starting with low-fidelity wireframes. We used multiple types of tests to gather feedback and insights, such as tree testing, first-click testing, moderated user interviews, unmoderated testing and accessibility testing. The goal of these tests was to gather feedback on the user experience, usability, and accessibility of the product and to identify areas for improvement. The combination of these different testing methods allowed us to get a comprehensive understanding of the product and its performance, including its accessibility for users with disabilities.

Design Handoff

I worked closely with engineers to validate the design and copy implementation. Along with daily stand ups, we also had weekly demos and would occassionally sit together and cross check implementation with the final designs.

Outcome

This mission was successful and went to production ahead of schedule. We created the platform that is allowing citizens to connect with government services with a single, convenient profile. This version of the product is currently used by: Government of Newfoundlan and Labrador, Newfoundland and Labrador Centre for Health Information, Government of Yukon.

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