This product is a cloud-based enterprise application. It is designed to improve efficiency of the tasks of local government agencies and citizens in the U.S.
Small municipalities rely on paper-based systems for tasks like registration forms and payments, leading to time-consuming data entry and increased potential for errors.
Simplify government clerks' workflows by automating repetitive tasks and improving access to essential data?
450+
Local U.S. Governments
11
U. S. States currently using
3X
Efficiency in data visualization
This enterprise application is helping thousands of clerks save weekly 20 hours in preparing accurate records in compliance with the unique government requirements for their community.
Managing large data sets
Reduced steps(20 steps to 5 steps) to understand utility usage.
Indicating critical information
Manage shutoffs, ensuring compliance and encouraging timely payments.
Customer account management
Easy search and filtering capabilities
Customized reports
Generate customized electricity and other utility reports with efficiency
Stakeholder Interviews
Mapping
Design Critiques
Iterations
Design Systems
Handover
Huge Datasets
We received huge datasets from the client. It was difficult to handle the complexity of the information.
As a designer, understanding the legal terminology was critical to ensure us and client are on the same page.
Overcoming the challenge
Simplifying the problem
We broke down the data distributed the work among team members as per relevant skills and interests.
During client kickoff call, client explained the need of the product.
We identified 6 different functional modules that support the product.
Services are designed to enable small local cities and rural counties leverage software and technology.
Client quotes
"We want something simple and suitable in government environment".
Network Map
Government Agency
Operational Employees
Employees From
Client's Company
Front Desk Users
Clerks
Citizens
External maintainance
Contractors
Out of 6 modules our team was assigned utility billing hub that manages electricity and water bills.
We conducted 20+ interviews to understand how the tasks of stakeholders are corelated to each other.
The key users of UB Hub are clerks. They handle huge datasets of customer accounts.
We created multiple user flows based on jobs to be done. This approach helped us creating user-centric design.
Create manual invoices
Review, correct, and refund bills based on front-desk request.
Update rate tables
Create rate charts as per meter types, flat rates, and government policies.
Flag unpaid accounts
Generate shut-off notices for end users to ensure timely payment.
Create maintenance requests
Collaborate with Operations Hub to cut-off services of unpaid accounts.
User Flows
User flow for how clerks update rate tables.
The goal was to simplify the customer account management for clerks to reduce their time on task.
Hybrid Card Sorting + Internal Reviews
We wanted to simplify primary tasks of the clerks: manage customer accounts, collaborate with other Hubs and Front-Desk.
Hybrid card sorting enabled participants to categorize cards into predefined groups while also giving them the freedom to create new categories if they felt necessary.
Outcome
This process enabled us to create task flows that align with user needs.
Our approach was user-centered, not user-driven, which helped us understand the user needs based on user behavior and not just user feedbacks.
Reducing number of clicks
We employed an iterative design framework to continuously improve the information architecture.
It helped us maintain consistency in the call-to-action buttons, ensuring a cohesive user experience across the platform.
This saved development costs by addressing potential issues even before moving to the development phase.
Buttons
Text Fields
Color
Typography
Putting things together
Typography + Color + Icons
Now we have established our design systems and product outline. After this phase, our focus shifted to individual features in the desktop application. Guided by client-provided user stories, we translated these narratives into UI components.
This approach not only aligned with the client's vision but also enhanced the overall user experience.
Handoff + QA
3 rounds of design QA testing was conducted to ensure the design is replicated in the production.
This involved creating a detailed UI component style guide in Figma for consistency and future expansion of the product.
We have helped thousands of clerks save 20 hours weekly in preparing official records and maintaining accurate documentation for their customers.
450+
U.S. Governments
11
States currently using
98%
User Satisfaction
5 Step
Utility bill process
System mapping
50+ user flow diagrams
3+iterations of information architecture
2+ iterations of design systems
User Centric
Approach
Reduced Number
of Clicks
Consistency in
Design Language
Improved
Efficiency
Usability testing with Clerks in local governments in the U.S. to ensure user satisfaction
Identify areas for further enhancement for continuous improvement of the product.
Cross-functional collaboration
Collaborating with multidisciplinary teams help understanding technical constraints is crucial in solving complex problems.
Focus on the user
Prioritizing user needs drives intuitive, impactful, and accessible solutions.
