Adapp
Adapp is the final project of the UX Research course in Crehana. I took this course during the quarantine period, and I wanted to focus on the need for digitization of the Public Administration, especially relevant in this health crisis.
Since the COVID-19 crisis appeared, many procedures have been postponed, which constitutes a real problem for citizens. In addition, physical offices were closed, further increasing the digital divide between people who have access to new technologies and those who do not. With this in mind, I decided to investigate the idea of an app that would centralize and facilitate administrative procedures.
- Date: August 2020
- Skills: UX Research
We start from the problem that due to the health crisis of COVID-19 and the confinement of the population, I want to increase the number of online procedures and thus reduce the influx of people to the offices. Taking this into account, I establish the problem statement:
"Users prefer to do the procedures in person because they require specialized help and they distrust an online platform for it."
The business objective of this application was to increase the number of online procedures, while the research objectives focused on describing the relationship between offline users and online administrative procedures, and defining the profile of users who carry out online procedures.
Continuing with the investigation, I worked on the user persona, the empathy map and the customer journey.
During the process I conducted a user survey taking into account: age, frequency of procedures and processing channel. As conclusions of the survey highlighted:
- Growing trend to carry out online procedures
- There is still some mistrust in online processes
- Perception of severe deficiencies in the digitization of the Administration
- The need to maintain the face-to-face route, even for online users
- Demand a better, more intuitive and accessible design
The next step was to analyze the competition, focusing on the offer of procedures and functionalities. I used a SWOT report, competitive analysis matrix of functionalities and competition map to know where Adapp are in the market.
With all this information it was time to ordinate it and get the main insights:
- Users carry out procedures in person because it gives them confidence that a person attends them
- Users carry out procedures in person because they do not have the means or technological knowledge to face them online
- Online users admit difficulties in the procedures due to the fact that the platform is not very intuitive
In the next phase of the research and taking into account all the data collected, an ideation matrix was established that faced online vs. offline on the horizontal axis and autonomy vs. assistance in the vertical axis.
With all these ideas it was necessary to prioritize them in another matrix based on business value and user value.
Thanks to the ideation and prioritization process, the first prototype sketches were built. If you want to see the complete presentation of the project, click on the following image.
