Reducing complextiy in a Public service
Where: In2media/Charlie Tango (2016)
Together with my colleague Maria Køhnke I helped ATP redesign one of the most complex digital services in their service portfolio - applying for housing subsidy.
The service is based on complex calculation and legal regulations combined with a complex user group.
With a true user centered design approach we involved users in quick sessions throughout the proces from co-creation sessions, card sorting, quick and dirty user tests to more formal user tests in labs. The user research combined with close collaboration with the team at ATP allowed us to change some of the internal work process to give the best possible user experience.
Dealing with a really complex user group ranging from students, pensionists and people with low income we really wanted to understand how they understand housing subsidy, their pain points and frustration. We switched between prototypes with high and low fidelty to give the users the possibility to contribute.
Some of the challenges with the previous solution was that the content was from a very inside out perspective making it almost impossible for the users to go through the application with out feeling insecure.
So a big part of the project was to challenge the way ATP worked with the content and also handling the case in the back offices.
The service was divided between a screening flow and the application allowing users to see if they were eligible for housing subsidy with out going trough the whole process.
The amount of questions in the application went from 34 to 19
Contextual help questions based on deep user insight that helped the user exactly where they needed it.