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Reducing complextiy in a Public service

Client: ATP

Where: In2media/Charlie Tango (2016)


My role:

User research
UX strategy
Concept development
User testing
Prototyping
Content production

The project

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.

 
 
Louise has great integrity, is a problem solver and capable of communicating her ideas in a convincing and trustworthy way. She spans both business and technology and moves without problems between technical details and business overview. Louise has great respect towards other professions and is able to convey solutions that are carefully considered and coherent, while being open to adapting and adjusting ideas in a constructive dialogue.
— Jesper Rugård, Technical Project Manager in the project
 

user involvement

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. 

 
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Content

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.

 
 
Example of our content production. Each question in the service has: 1) A primary question 2) A help question 3) The question transformed into an answered question.

Example of our content production. Each question in the service has: 1) A primary question 2) A help question 3) The question transformed into an answered question.

 
 
Workshop with ATP where we mapped all touch point across the user journey to make sure that the communication was aligned.

Workshop with ATP where we mapped all touch point across the user journey to make sure that the communication was aligned.

 
 

FLOWCHARTS

One of the flowcharts showing the service from start to end.

One of the flowcharts showing the service from start to end.

 

RESULT

  • 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.

 
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