Government of Kenya
eCitizen
Project Overview
eCitizen — is a unified platform designed to provide seamless access to all government services in one place.
Problem statement
The previous landscape of accessing government services presents numerous challenges for citizens. The system was plagued by fragmentation and inefficiency, resulting in widespread frustration. Citizens encountered difficulties due to the lack of centralized access to services, navigating through a maze of disparate websites with confusing interfaces.
Additionally, the process often involved redundant data entry for different services, further exacerbating user frustration and contributing to a disjointed experience characterized by inconsistency.
Research phase
User surveys
& interviews
Our research reveals users' preference for a unified platform for government services, emphasizing simplicity in navigation and prioritizing security and data privacy. Mobile accessibility is crucial, reflecting users' reliance on mobile devices.
Utilizing the research findings, I developed user personas representing the primary merchant user groups.
Design phase
Unified User Interface,
Centralized Access
& Streamlined Workflows
Informed by research, eCitizen's UX design prioritizes centralized access and intuitive navigation. The homepage offers a clear overview of services, categorized by departments, simplifying user search processes. Intuitive tools like a user-friendly menu and search functionality further enhance ease of exploration.
Consistent design elements and visual hierarchy across all services minimize cognitive load, ensuring a cohesive user experience. I've streamlined service workflows to minimize steps, reducing frustration and boosting efficiency. Fully responsive across devices, eCitizen caters to diverse user needs, guaranteeing a seamless experience on desktops, tablets, and mobile devices alike.
Testing phase
Simplified Interface,
Accessible features
& Continous updates
Usability testing was integral in refining eCitizen's design. Participants performed tasks like license renewal and tax payment, providing insights. Users praised the interface's simplicity but faced challenges with unclear service labels.
Accessibility features were lauded, particularly by those with disabilities, underscoring inclusivity. Minor layout issues on mobile were promptly addressed, ensuring a seamless cross-device experience.
Implementation
After incorporating feedback from usability testing, eCitizen was launched with a phased rollout plan. Continuous monitoring and user feedback collection are ongoing to identify areas for improvement and ensure the platform evolves to meet users' changing needs.
Conclusion
eCitizen represents a significant step towards enhancing citizen-government interactions by providing a centralized and user-friendly platform for accessing government services. By prioritizing user needs and employing UX best practices, we aim to make the experience of interacting with government services more efficient, convenient, and accessible for all citizens.