Project Overview
Goal: Improve user engagement by creating a single, central website where citizens could easily access all city services and information.
Outcome: We gathered and organized content from 15 city zones and over 50 online services, ensuring everything was structured based on user needs. The final UX document provided a clear design framework for development.
The Challenge
The biggest challenge was managing a massive amount of content. The municipality wanted all services, resources, and subsites to be accessible through one main portal. Our task was to prioritize and organize this information in a way that was user-friendly and easy to navigate.
My Role & Process
As part of a five-person UX team, I was responsible for:
- User Research & Competitive Analysis – Conducted user interviews (online, in-person, and paper forms) to understand citizens’ needs.
- User Personas & Flow Mapping – Identified key user behaviors to shape the site’s structure.
- Mockups & Prototyping – Designed layouts and tested usability to refine the experience.
- Design System & UI – Created a cohesive design language to ensure consistency across pages.
- Stakeholder Collaboration – Held bi-weekly meetings with the client to review progress.
- Quality Assurance – Supervised design implementation and checked for usability issues.
- Final Documentation – Compiled research, design mockups, and a full design system into a UX document for the development team.
The Solution
Using insights from user research and Google Analytics, we structured the content so that important services were easy to find. The final UX document outlined every key decision, from content hierarchy to visual design, ensuring a smooth handoff to development.
Key Takeaways
- Organizing information effectively makes a huge difference. We simplified a complex system into a user-friendly experience.
- Ongoing collaboration leads to better results. Regular feedback from stakeholders kept the project on track.
- User needs should drive design. By prioritizing usability, we made the platform intuitive for citizens.