A User-Centered Approach for Governance

  • June 3, 2017
  • Pensaar

Ever walked into a business meeting and had your socks blown off hearing about the work being done for social change? We recently had the honour of meeting a wonderful group of people who work tirelessly to bring smart solutions to urban governments(Municipality), solutions that leverage technology to deliver better service to their citizens.

In keeping with Modi’s rally cry for ‘Minimum government, maximum governance’, e-governance is transforming citizen interaction with their cities.

“Imagine an OS for the city” they said. The platform holds citizens and administrators accountable by bringing in transparency at every level. How does this happen? By going cashless. It also assigns targets to local administrators and makes them answerable. It allows them to know who exactly is defaulting on payments or raising a grievance to be able to better serve them.

Users of government systems include both citizens seeking information and services as well as employees trying to conduct their jobs. The UI being the start, the next step is to incorporate a better user experience at the employee level. That is where we come in. While designing the user experience it is imperative to keep in mind that employees usually don’t have the experience or the education with using technology. If intimidating, it will breed resistance to the transition from manual to digital and will make it hard to scale the solution.

Building empathy for the end users will help uncover challenges and pain points and a design thinking approach will help do exactly that. Observing the context in which they work will help draw insights to design a user experience that is simple and intuitive. An experience that is user centric, service oriented and awesome, by design.

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