mObywatelexpectation management
mObywatel (mCitizen = mobile citizen) is mobile app developed by Polish government. Its key function is to securely download and display various personal documents & data on your phone.
Some multistep processes in mObywatel (e.g. registration, adding certain documents, enabling biometrics) are complicated and sometimes confusing.
Client
- Ministry of Digital Affairs
Services
- UX evaluation
- Generative research
- Collaboration with programmers
- Lo-Fi wireframes
- Evaluative tests
For example in the first version of app for iOS users could download only one document - basick ID. Multistep process of registering with app was directly followed by multistep process of identity confirmation, without halfway stop of "registration complete (success) → add a document (possible action)":
One, very long, arduous process, disruption of which causes necessity to start all over.
Simplification of these processes is difficult for technical and legal reasons. Some key parts of them (like identity confirmation with Trusted Profile) are delivered by outside partners & my team didn't have direct access to underlying tech and design decicions.
In order to ease feelings of uncertainty and frustration caused by such "out of control" processes, I proposed to display simple list of steps before the start of every process. Such list helps users to estimate how much time and effort the task will require (expectation management).
The lists have consistent design, are modular and scalable. They describe different steps depending on the context, and optionally - contain simple GDPR form (acceptance of various terms and agreements).
