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Swachhata app
Redesign
Brief
Swachhata-MoHUA is the official app of MoHUA, GOI, enabling citizens to report civic-related issues like garbage dumps. Complaints are forwarded to the city corporation and assigned to the relevant sanitary inspector. IChangeMyCity, a Bengaluru-based non-profit, created the app to improve quality of life in Indian cities and towns.
Problem Statement
Despite registering a complaint on the app,
the concerned authority fails to take any action. To add to this, the user receives false information notifying them that the issue has been resolved, when in fact, no work has been carried out to address their complaint.
Goal
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To enhance user-friendliness and ease of navigation of the app.
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To provide reliable and authentic information through the app.
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To address retention issues and cultivate user loyalty.
Stage 1 — Empathize
Observation
After using the current Swacchata app, I made observations to identify any constraints while interacting with the application. During the trial, I noted a few points that may potentially cause issues for users. By first interacting with the app.
Research
Numerous users on the Google Play Store have expressed their dissatisfaction with the user interface of the Swachhata app, citing the lack of reliable information as a major issue. Consequently, a UX designer intends to assess the current user interface, identify the problems, and devise solutions by creating a new interface that simplifies the Swachhata app for users.
Objectives
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Evaluate the current user interface of the Swachhata app.
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Identify the problems with the user interface, including the lack of reliable information.
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Devise solutions to the identified problems.
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Create a new user interface that is simpler and more user-friendly for Swachhata app users.
Usability Testing of the Current App
The purpose of conducting usability testing on the current application is to assess user interaction and identify any pain points experienced by users. The testing involved six users and was conducted remotely via the Zoom application. During the test, I assigned six tasks to each user and asked them to record their screens to analyze their interactions with the app. This allowed me to document important points when the user completed each task. Some of the assigned tasks were:
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Choose a complaint you want to raise
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Enter details of the complaint and submit it
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Keep track of the raised complaint
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View the list of complaints raised so far
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Understand which complaints are resolved and which are not just by looking at the raised complaint list
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Search for the complaints you have raised
Testing Result
Stage 2 — Define
The next step I did was to create a User Persona. I created user personas from 6 interviewed users after running usability testing. User personas are needed to describe potential users based on the research that has been done. The user persona that I’ve created describes user profile and biodata, user personality, user goals of using the application, user behavior using the application, frustration when using the application, and what the user needs from the application.
Identifying the Problem
Based on the results of the analysis on usability testing and the user journey map, there are main problems faced by users.
Too many cards on the home screens, makes user get confused (Critical).
Problem
Users are becoming confused due to the presence of multiple cards on the home screen, where the first card involves completing information and the second card involves providing a testimonial. These sections appear quite similar, making it difficult for users to differentiate between them. As a result, users must read the information on each card to comprehend the differences.
Solution
One solution to the problem of user confusion caused by similar-looking cards on the home screen could be to redesign the cards to make their purposes more visually distinct. This could be achieved by using different colors, fonts, or graphics for each card, or by adding clear labels or headings that explicitly state the purpose of each section.
The status card on the home screen shows no status, the user needs to click on the button to learn about the current status
Problem
The status card on the home screen does not provide any information about the current status, forcing users to click on a button to learn about it.
Solution
One solution to this problem could be to display the current status information directly on the status card, rather than requiring users to click on a button to access it. This would provide users with immediate feedback and save them time and effort. Additionally, another option could be to provide a notification or alert system that automatically informs users when there is a change in the status, so they do not have to manually check for updates.
There are too many similar complaints which user might be overwhelming for the users to scroll
Problem
There are too many similar complaints, which can overwhelm users and make it difficult for them to find the specific complaint they are looking for, as they have to scroll through a large number of complaints.
Solution
One solution to this problem could be to consolidate similar complaints to one category. This would make it easier for users to find the complaints that are most relevant to them and reduce the amount of time they spend scrolling through the list. Additionally, it might be helpful to provide a search bar or advanced search options that enable users to enter specific keywords or phrases related to their complaint, and retrieve results that match their search criteria.
There is no possibility to add multiple photos and no option to add videos
Problem
There is no possibility to add multiple photos, and there is no option to add videos, which limits the user's ability to share visual information.
Solution
One solution to this problem could be to add the functionality to upload multiple photos and videos at once. This would enable users to share more visual information, such as multiple angles or views of the dumpster, and provide a more comprehensive representation of the subject matter. Additionally, it might be helpful to include an option to upload videos.
Stage 3— Ideate
At this stage, I create User Flow, Information Architecture, Wireframe and Design System.
User Flow
Information Architecture
Wireframe
Design System
Current screen vs New Design
I have made significant changes to the home screen, including the addition of a search bar and a notifications icon. The status card now features a detailed view, providing users with a clearer understanding of their current status. As you scroll down, you will come across campaign cards and complaint cards. Moreover, I have updated the bottom navigation buttons, reducing them to four main options.
I have merged both screens into a single screen to minimize the number of clicks required. The complaint list is now integrated directly into the screen, eliminating the need for a separate page. Additionally, I have reduced the number of complaints displayed. Moreover, I have provided users with the option to choose multiple images or videos to upload.
Current design vs New design
Stage 5— Testing
At this stage, I conducted testing.
Testing Result
Conclusion
After experimenting with the new design prototype, users have reported an overall pleasant experience. The issues that were previously raised by users have been successfully addressed in this updated prototype. The new design significantly improves the user's ability to grasp their current status quickly and with ease. Users appreciate the separate option to view both their own and others' complaints, which enhances usability. The process of creating campaigns has also been simplified for users. Additionally, users are delighted with the feature that rewards them with medals upon completing stages. Furthermore, both visually and functionally, users express a high level of satisfaction with the prototype.