CONCEPT & STRATEGY
TOUCHPOINTS
Despite many government websites around Spain requiring an "online key software" or "online certificate" to use some of their services (for accesibility purposes) I decided to only include the identity card number as a requirement to create a profile through the website.
This was not only so more people could create a profile without having to request a certificate, but also to improve the system flow of government workers going through applications and finding users information.
JOURNEY MAPS
I didn't want to just empathise with the users, I wanted to improve their current journeys. That's why I went through the process myself of applying for support with rent, having in mind pain points, emotions and thoughts. To then design an improved ideal journey.
INFORMATION ARQUITECTURE
I could not allow myself to start building the final prototype without having a clear view of how the user should be guided through the page. So, I went ahead and built a sitemap as well.
Still making the search bar a priority for users that know what they're looking for
ORIGINAL PAGE
Landing Page
Rent Scheme
Student Page
Very small font, not enough negative space & no translation to English when option selected
SKETCHES
LO-FI PROTOTYPE
Tailored information depending on type of user or survey results
All links open in external window, poor use of white space & no continuity from initial side menu
Replacement of "cloud of common actions" to side scrolling interactive options
Calling users to action if they are not sure what to do once they land in the page
Showing the steps to be followed before starting the application for users to know what will be expected of them
Drop down menu that fades as you scroll down to allow users to go where they need to without intruding the page or having to go back to homepage constantly
CHECK OUT THE CUSTOMER JOURNEYS & SITEMAPS
CLICK HERE TO VIEW IT ON MIRO.