Post on 20-May-2020
Gob.peIntroducing UX in the Government
Secretary of Digital Government PCM
Bring the government closer to the
citizen
What is the problem to solve?
In depth interviews: 26 Lima - 14 Iquitos
Contextual interviews:9 Lima - 8 Iquitos
Observed entities: 11 Lima - 7 Iquitos
Workshops: 4 Lima - 2 Iquitos
It doesn’t speak to me
It doesn’t give me anything
It’s not trustworthy
The interviewees perceived the Government as a distant and fractionated institution
Look for the procedures you need
We help you access information of public procedures and services.
● Responsive to any kind of device● Easy to navigate and understand● Doesn’t consume your data
Gob.pe has reached
24 million users.
Information of
700+ procedures and services
for all regions.
We have redesigned
30 institutional webpages.
Dev
Design
TestingResearch Ideation Prototyping
Where is UX?
Research: doing the correct field work
25Citizens
Between 19 and 35 years old
Lima and provinces9 women and 16
men
11Public servants
DealershipsTransportation and
Communication Office
Regional governments
4Regions
LimaArequipa
CuscoTacna
5Places
Driving schoolMedical centersSchool of driversCen. Evaluación
Cen. Emisión Lic.
1Public servant
as a citizenPublic servants
using the service
“We live in the internet era and yet we have to come
here to waste time, wasting a full day doing a
procedure that could be easier and faster.”Jorge
HUG
“The success of a contract with the government
depends on who you know and how you found out
about the contracting contest”
“The physical identification is not the same as the digital. In the digital identification you can change your name and nothing happens"
Huberth, 39 yoPharmacist
“I’ve heard about the DNIe but I don’t know what is itfor (when we show it to him) It’s the first time I see it, Ilike the color, and it has a chip”
Alessandro, 20 yo School student and entrepreneur
Where should be the focus?
For Citizens, a procedure is not only filling forms. It actually starts with gathering information and ends when their needs are
fulfilled
INTERACTIONINFORMATION FULFILLMENTMOTIVATION
Design in government: finding allies
But also the “usual”: Prototyping, testing, development
Everywhere is UX
Our key features of experience: accessibility
Content with simple terms that citizens use
and understand
Colors with sufficient contrast between text
and background
Typography with easy to read shape, color
and size
Larger click areas
Less images for faster load time
Agreement with telephone companies so Gob.pe does
not consume user data
Optimized code for screen readers
Citizen centered design
Citizen feedback
¿Was the content useful?
Tell us the problem:
● Something isn’t
working
● Not enough
information
● Wrong information
● It’s not easy to
understand
● Another reason
Step 1: Listen, empathize and design for your user
Step 2: Continue listening, discovering and redesigning for the new needs of your users