Case Study
Re-Design
Visual system
Organized screens from the project.
Project overview
The walk-in project started at the venue entrance. Visitors were arriving with different levels of preparation, some had booked ahead, others decided on the spot, and staff still had to answer the same questions repeatedly during peak moments. The problem was not simply that the flow felt unclear. People hesitated at the first screen, checked the wrong option, or waited for staff confirmation before continuing. That slowed down the queue and made the organization depend on manual help for a task that should have taken less than a minute.
Focus
I focused on turning the arrival moment into a guided check-in flow. From reviewing the existing screens and walking through the entrance scenario, I found that users did not need more options, they needed fewer decisions in the first thirty seconds. That shaped the challenge: help visitors recognize the right path immediately, while giving staff a flow they could trust during busy periods.
Challenge
Users frequently received too many irrelevant search results or no useful results at all. Filters were difficult to discover, while the overall hierarchy made it challenging to quickly identify the most relevant information.
Goals
Improve search relevance
Make filters easier to use
Reduce cognitive load
Improve zero-result experience
Create a consistent experience across devices
Research
The project started with analysing the existing search flow and reviewing similar search experiences from government websites. User behaviour and accessibility guidelines helped shape the new information hierarchy and filtering experience.
Process
The project started with stakeholder workshops involving multiple municipalities to understand the existing search experience, project goals, and the challenges citizens encountered when looking for information online.
Together with content specialists, product owners, and developers, we mapped the current user journey and identified opportunities to improve information architecture, filtering, and search relevance. Existing analytics, user feedback, and accessibility guidelines were used to prioritize the most impactful improvements.
Based on these insights, I created low-fidelity wireframes to explore different search layouts, filter structures, and zero-result scenarios. After validating the direction with stakeholders, the concepts evolved into high-fidelity designs and interactive prototypes.
Throughout the project, designs were reviewed and refined in close collaboration with multiple municipalities to ensure the solution was scalable, consistent, and aligned with shared government design principles. The final designs focused on improving findability, reducing cognitive load, and creating a responsive search experience across desktop, tablet, and mobile.
Preview project