Visual system
Organized screens from the project.
Project overview
Government services often require users to complete multi-step processes involving forms, documents, and communication between several stakeholders. The existing experience contained a large amount of information, making it difficult for users to understand where they were in the process and what action to take next.
The challenge was to create a clearer, more structured experience that reduced cognitive load while remaining accessible to a broad audience.
Focus
Search UX
Information Architecture
Accessibility (WCAG)
Government Services
Design System
User Research
Research
To understand the current experience, I worked closely with municipal stakeholders, product owners and subject-matter experts. Together we mapped the existing workflow, identified pain points, and translated complex regulations into user-friendly interactions.
Research revealed three key challenges:
Users struggled to understand where they were in the process.
Long forms created uncertainty and increased completion time.
Important actions and supporting information competed for attention.
These insights guided every design decision throughout the project.
Process
Discovery
Mapped the existing end-to-end workflow together with stakeholders and identified the biggest usability issues.
Information Architecture
Restructured content into smaller, logical sections to make complex tasks easier to complete.
Wireframing
Explored multiple layouts for forms, dashboards and document management before validating the preferred direction.
Visual Design
Designed accessible interfaces following government accessibility guidelines, using reusable components and consistent interaction patterns.
Prototype & Validation
Created interactive prototypes to gather stakeholder feedback before development.
Outcome
The redesigned platform transformed a complex administrative process into a structured and predictable experience. By simplifying navigation, improving information hierarchy and supporting users through each step, the platform became easier to understand for both citizens and municipal employees