A NEW FACE FOR THE COUNTRY, WITH A FOCUS ON THE CITIZENS
A NEW FACE FOR THE COUNTRY, WITH A FOCUS ON THE CITIZENS
GOB.CL
It is a guide -which people can use from any device- that offers services and information about the Chilean Government, allowing access to benefits, procedures, news and an institutional directory in a fast and simple way.
The redesign of the Gob.cl site seeks to enable a transition towards a new relationship between the people and the State, modeled after the needs of citizens and their motivations.
The goal is to move the strategic axis -from multiple non-articulated portals- to a central entry point that responds to citizen’s interests in an inclusive, transparent and accesible way. By streamlining the interactions through digital means, we are able to respond to the users’ needs, while also optimizing the State’s efforts and resources spent maintaining its relationship with citizens.
GOB.CL
It is a guide -which people can use from any device- that offers services and information about the Chilean Government, allowing access to benefits, procedures, news and an institutional directory in a fast and simple way.
The redesign of the Gob.cl site seeks to enable a transition towards a new relationship between the people and the State, modeled after the needs of citizens and their motivations.
The goal is to move the strategic axis -from multiple non-articulated portals- to a central entry point that responds to citizen’s interests in an inclusive, transparent and accesible way. By streamlining the interactions through digital means, we are able to respond to the users’ needs, while also optimizing the State’s efforts and resources spent maintaining its relationship with citizens.
60
MINUTE TESTS
60
USER TESTS
in order to learn the user’s needs and motivations while using the platform.
with users from different ages and socio-cultural contexts, in order to obtain representative results that reflect the opinions and needs of the citizens.
to clients, non-clients and stakeholders of Banco Security, to understand their needs and compare their experience with other bank experiences.
60
MINUTE TESTS
in order to learn the user’s needs and motivations while using the platform.
60
USER TESTS
with users from different ages and socio-cultural contexts, in order to obtain representative results that reflect the opinions and needs of the citizens.
CHILEATIENDE
One of the strategic objectives of ChileAtiende is to transition citizens away from mandatory face to face interactions, and towards digital channels when seeking guidance about State procedures and documentation. Therefore, every decision regarding the project is made in alignment with this guiding principle.
The aim was to position ChileAtiende as the State’s multi-service network, bringing all citizens’ queries to one online platform, readily accessible and easy to use. To this end, we streamlined the distribution of a wide array of services, by unifying the channels and successfully simplifying the tools and search mechanisms.
1170
MINUTES OF TESTING
33
USER
TESTS
USER TESTS
CHILEATIENDE
One of the strategic objectives of ChileAtiende is to transition citizens away from mandatory face to face interactions, and towards digital channels when seeking guidance about State procedures and documentation. Therefore, every decision regarding the project is made in alignment with this guiding principle.
The aim was to position ChileAtiende as the State’s multi-service network, bringing all citizens’ queries to one online platform, readily accessible and easy to use. To this end, we streamlined the distribution of a wide array of services, by unifying the channels and successfully simplifying the tools and search mechanisms.
1170
MINUTES OF
TESTING
33
USER TESTS
MOBILE GOVERNANCE GUIDE (MGG)
The MGG offers the public sector a tool to provide a satisfactory digital experience for citizens who use mobile devices.
Facing the design and decision making process for mobile services with a methodic evidence -and empathy- based approach, allows for the development of digital service projects with a human centered approach. In this way we approach the international practices of leading countries in State digitization -such as the United Kingdom.
In-depth interviews and workshops were carried out with key actors within the Government, aiming to fully understand their practices while dealing with a digital project. This insight, combined with the international references researched, informed the user-centered design process of the MGG, from the definition of the challenge, exploration, prototyping and testing, to the generation of metrics and monitoring for continuous improvement.
MOBILE GOVERNANCE GUIDE (MGG)
The MGG offers the public sector a tool to provide a satisfactory digital experience for citizens who use mobile devices.
Facing the design and decision making process for mobile services with a methodic evidence -and empathy- based approach, allows for the development of digital service projects with a human centered approach. In this way we approach the international practices of leading countries in State digitization -such as the United Kingdom.
In-depth interviews and workshops were carried out with key actors within the Government, aiming to fully understand their practices while dealing with a digital project. This insight, combined with the international references researched, informed the user-centered design process of the MGG, from the definition of the challenge, exploration, prototyping and testing, to the generation of metrics and monitoring for continuous improvement.
