01Problem
The Challenge
The existing citizen portal had a 68% task-abandonment rate on key service flows due to complex navigation.
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🎨 UX/UI
UX ResearchInformation ArchitectureMobileUsability Testing
Citizen Portal Redesign
Simplifying access to government services for 10M+ citizens.
Role
UI/UX Designer
Impact
Reduced task-abandonment from 68% to 31% and supporting tickets by 24% post-launch
02Process
How I Approached It
Began with 12 user interviews and a heuristic evaluation of the existing portal. Created affinity diagrams to surface key pain points. Redesigned the IA using card sorting sessions with 30 participants. Built low-fi wireframes, iterated through 3 usability test rounds.
03Solution
What We Shipped
A simplified navigation with task-based entry points, plain-language content rewrite, and a fully responsive layout.
01
Journey Map
End-to-end citizen journey across the key service request flow.
02
Wireframes
Low and mid-fidelity wireframes for the redesigned portal navigation.
03
High-Fidelity Prototype
Final responsive design in light and dark mode.
04Impact
Results
1
Task-abandonment dropped from 68% → 31%2
Session duration +17%3
Support tickets for navigation issues -24%4
Launched to 10M+ active usersInterested in working together?
Let's build something great.