New Digital Government

Gob.cl

We created a guide where citizens can find from any device, services and information of the Government of Chile, allowing access to benefits, procedures, news and an institutional directory in a simple and fast way.

The redesign of the Gob.cl site seeks to move towards a relationship between people and the State built from the needs of citizens and their motivations.

The objective is to move the strategic axis from non-articulated portals to an entry point that responds to citizen’s interests in an inclusive and open manner while rationalizing the efforts and resources of the State in its relationship with citizens through digital means.

During the development of the project, approximately 1800 minutes of tests that were conducted with real users, to know their needs and motivations while using the site.

We tested out on 60 users with different ages and social classes, in order to obtain real results that represent the opinion of the citizens.

ChileAtiende

One of the strategic objectives of ChileAtiende is to move citizens from a face to face relationship to digital channels when they seek information about the completion of the State procedures and, therefore, any decision of this project is consistent with this guiding principle.

The aim was to position ChileAtiende as the State’s multiservice network, to bring all citizens’ queries to an online platform, accessible and easily understood, in order to be able to communicate all types of services available in a single channel, easing the tools and search mechanisms.

Design of a portal to adapt to multiple screens, initiating and validating the design process in mobile devices as a first priority.

1170 minutes of testing
33 users tested

Mobile Governance Guide (MGG)

The MGG offers the public sector a tool to provide a satisfactory digital experience for citizens who use mobile devices. It allows the development of digital services projects with a methodology focused on the user and the needs of people.

Deliver good practices, methodologies and elements for the decision making of digital projects, with a strong mobile component, having as main focus the design of services based on users. In this way, we approach the international practices of leading countries in digitization of the State like the United Kingdom.

In-depth interviews and workshops were carried out with key actors within the Government, with the aim of fully understanding their processes and stages when dealing with a digital project. This information, combined with the international references investigated, generates the creation of a MGG that consists of the different stages that are being part of the user-centered design methodologies, from defining a challenge, exploring, designing, validating, to the generation of metrics and monitoring for continuous improvement.

Highlights

Multi-device: we had designed a portal to adapt to multiple screens, starting up and validating the design process in mobile devices as a first priority.

Essential: we had removed all decorative elements from the interfaces and their interactions, placing the content in the center to build an experience without distractions.

Citizen: at each point of contact we had designed to resolve the motivations of users, privileging access to the most frequent services or more valuable ones to the citizenship.

Content: as a design center we place the information architecture and content management as the main axes to address the proposals, understanding the challenge of delivering extensive and complex information in a friendly, effective and understandable way.