mObywatelexpectation management
mObywatel (mCitizen = mobile citizen) is mobile ID app developed by Polish government.
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
- Interaction design
- Lo-Fi wireframes
- Evaluative tests
Results
- Reducing of users uncertainty.
- Delivering of useful informations in right context.
- Consistent presentation of key informations.
For example in the first version of app for iOS users could download only one document - basic 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 next 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).
