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Valencian Government

January 2024


UX/UI Designer


Valencian Citizens


GVA Homepage

'What's so wrong about the current page?'

By the end of 2020, we realized that the infamous COVID-19 was here to stay. At least for a little longer than expected.


With that in mind, Governments were aware of the increasing demand from citizens to improve funding & support, not just financially but also emotionally.

Ok - but people still use it, right?

Yes, that doesn't mean they might not heavily struggle finding resources or give up going through the process.

Why are they upset then?

One of the first impressions when immersing myself in this topic was noticing how similar people’s answers were when it came to receiving help from the Valencian Government (GVA).


"I applied a couple months ago, but I'm not sure if I got it".

"I haven't been able to find any help online".

"I wasn't aware there was help for people like me".

High schoolers outside with masks

Competitive Analysis

The most effective way to analyse trends and user behaviour was through a competitive analysis of 5 Government websites yielding these results:

Clear search in homepage


Offer mental health support




8 Valencian citizens from a variety of etchnic backgrounds, ages and professional industries to understand each perspective clearly.

The structure of the interviews was a mix of open-ended questions and 2 exercises where they would complete tasks in the GVA website and a competitor website (Comunidad de Madrid).

handmade masks

Provide COVID dedicated info


Continue reading research

When I realized how much I had to search and read to understand how to apply for a scheme, I got overwhemed and left it for the day.

GVA laptop mockup

Pivoting into reality

Capturing the realities of research 

I realized I had to change the direction of research when users corroborated they sometimes weren't even going on the website. 

This meant it didn't matter how wonderful and user friendly the COVID 19 page was designed if users didn't even step foot online. 

Findings & what happened after the crisis

Focusing on the homepage and smart notifications to alert users of what mattered to them was the way to go. with that in mind, these were the main findings: 

Image by Marten Newhall
Search Options
Most users would often go straight to the search bar instead of exploring further
Image by Sam Williams
Language and Identity are a complex topic for Valencian citizens
Image by Sara Bertoni
Governmental Ghosting
8 out of the 10 users that applied to schemes never got a response
Image by Luke Chesser
Extensive Research
It can take up to 3 hours to find the information users are tring to find and even then, links are broken, pages aren't working or the info is outdated

Visual System

Colour Palette



Open Sans - Jorem ipsum dolor sit amet, consectetur adipiscing elit. Etiam eu turpis molestie, dictum est a, mattis tellus. Sed dignissim, metus nec fringilla accumsan.


Skip to results

Iconography: Outlined

ICONS USED in redesign






original website

Job search homepage

looking for jobs? og website


GVA Homepage redesigned


From testing prototypes to researching different avenues with participants, here are some of the biggest changes adhered to the new GVA website: 

Banner to entice users to donate blood

Unsure, lost and new users

As mentioned during the observation phase, many participants did not know how to navigate the website or felt overwhelmed trying so. A short survey that guided users through tailored content was implemented to alleviate such struggles.

Accesible menu

Research showed how imperative it was to have a visible, accesible menu at all times. Therefore, both desktop & mobile have sticky menus hovering at all times with clear tags.

Search navigation

4/5 participants decided to use the head search bar or make a quick search from the menu at least once in the observation phase. This meant having a search option always available for those who felt like searching instead of exploring through the page. 

Specialized COVID-19 page

Initial research highlighted how topics such as emotional support, financial struggles & seeking help studying or working from home were in demand during the pandemic. Providing a COVID-19 page that answered and attended those requests was happily welcomed during final testing.  

Steps layout example

Featuring commonly searched items

Although original designs included a "cloud" with the most common searches. It did not seem that useful for participants through initial testing. Alternatively, a reel showing common searches with images and descriptions instead of only words was deemed more favourable for users.

Figma layout for news outlet

Mobile and desktop friendly

To familiarize and maintain continuity for users on mobile & desktop, most of the scrolling actions, spacing and overall feel of the website was purposely similar  to avoid constant exploration and making the users feel rewarded on their return.

If I was to do it again, I would:

Image by Daria Nepriakhina 🇺🇦
Test Notifications
Testing how succesful tailored notifications have been or if they are needed by the users at all
Help & Support
Would it actually be worth adding a chat support for users struggling with the website?
Image by Lora Ohanessian
Improve News Feed
Adapting Tweets original to the homepage without being too distracting whilst still informative
Image by Sara Bertoni

All information in this case study is my own and does not necessarily reflect the views of GVA.


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