Community Kiosk
Role & services
Software used
Maxsip Telecom
2022-2024
Adobe suit: Illustrator | Photoshop | After effects
Ui programs: Figma | Lottie | Lottie creator
Lead Ux & Ui Designer
Visual Design | User Research | Ideation
Company
Project date
Improving the access point for people in search of Gov ACP Services
Redesigning the application process for the affordable connectivity program
In today's digital era, internet access has become a necessity, especially for individuals and families. The Affordable Connectivity Program (ACP) aims to bridge the digital divide by providing internet access to those in need. However, the current application process can be complex and overwhelming like any other Government benefit application. In this project, we set out to optimize the ACP application process, making it more accessible, user-friendly and efficient.
Understanding the complexity
The ACP application includes various legal statements, applicant information, and requirements. These intricate details can cause confusion and make the process daunting for applicants. We recognized every piece of information in this process is delicate and these are personal details from our customers thus the need to simplify the steps, build familiarity and minimize exhaustion for users is needed for building trust and show security.
Streamlining the digital format
Transitioning from a paper-based application to a digital format required careful optimization. Using my previous editorial skills gained during my internships, my goal for the layout and visual composition was to provide clear language and writing structures to effectively and seamlessly guide our users through the digital format of the process.
Business goal & challenges
The company’s goal is to maintain a relevant communication service that is attainable and accessible to every individual. Some of the key factors that allowed us to maintain the business goal started from market view point and research, its demographic and the current strength and validity of the GOV program. The challenges that build up where majorly involved with lack of brand familiarity, misalignments and misunderstanding about the benefits. Our solution for these factors were aligned towards brand familiarity. Starting with branding, we went through customer research and build solutions based in already existing problems.
Project production and methodologies
To accomplish our goal we focused in 3 key areas.
Comprehend and solve frustrations with GOV applications to facilitate the application method and show support to communities.
Community
Improve brand awareness and facilitate access to resources about the benefit program through multiple sources like, Paper print, Social media, our Website and customer support lines.
Discoverability
Empathize with user needs and Provide a more interactive, engaging, and less time consuming application process through our digital platforms.
Accessibility
During the research phase we focus on comprehending user problems and understanding user needs based on already existing common issues related with GOV benefit applications . Our goal is to identify characteristics from user problems related to other similar applications process for us to define a better solution and create a better approach for our digital mediums.
The research methods were as follows:
Digital survey: We conducted digital survey in 2 different ways; one in the field and the other one through links in emails and device notification. Both gave info in user’s expectations, aptitudes, and behavior that later on we analyzed for qualitative and quantitative data.
Field research: Field research allow us to gather more behavioral data on users base on observation and conversation. At the end of each application submission we asked customers to help us answering a few survey questions for us to better improve our services.
Interviews: We conducted phone interviews and a few in person interviews to gather qualitative data on customer experience and satisfaction with our application and product services, to help us find mistakes and create improvements.
Persona Development: We synthesized all of our common user characteristics into a fictitious character AKA persona from who we will base our design.
Research phase
User Persona
Mathew Santana
A retired Missouri electrician, with limited tech knowledge, seeks affordable internet to connect with his sons in other states. He's eager to use the government's Affordable Connectivity Program (ACP) but hopes for a quick application process.
Age: 68
Ethnic group: Caucasian
Occupation: Retired electrician
Location: Missouri
Status: Widowed
Can’t communicate with his family
Previous bad experience with GOV benefits applications
Can’t afford service deals from common companies
Hard time familiarizing with digital products
Some service providers don’t offer service at his remote location
Frustrations
Provide service through mobility and flexibility for users that live in remote areas.
Improve user interface for user with limited digital knowledge
Make ACP applications less time consuming
Before the application showcase affordable pricing options through ACP and create a product guide for user with limit knowledge of digital products.
Create a way to check the qualification of an individual base on common application factors to speed up the qualifying process
Goal
During the design phase we put together all of the data we gather from our users. We designed the product in multiple steps such as user flows, IA, Wire frames and a final design, each being an interactive process from which we received feedback and made different iterations based in user empathy and the business goal.
Design phase
System Flow map:
We started with a flow map that shows all the information needed for the application. This is divided in possible user routes, interaction points and pages. Having a flow map help us with organization and proper interface layout.
Wire frame:
Creating a wire frame allowed us to implement flow efficiency and focus in the interface and composition of the application above any visual aesthetic.
High-Fi Design
Taking the results from the first round of user testing, I further developed the aesthetic quality of the design, implementing the company’s brand guidelines for the UI of the platform. This version was again tested with users.
Solution
We empathized with the demands and needs from users, as well as we keep the business goals consistent.
We focus on engagement with frequent and dynamic updates of content that will keep users interacting not only with the platform but also with each other. Allowing this to plateau into a static site brings ACP applications back to square one.
For this to work and get traction, this platform should not be sidelined or hidden as something extra or unnecessary. It should be prioritized just as highly as as any other main Maxsip service resource as well as to be implemented on its own web application portal. The integration should be a seamless part of the holistic, end-to-end service experience.
With these factors in mind, our team was confident that the solution presented is one that will enhance and elevate their overall user experience and customer satisfaction. The Affordable Connectivity Program is a vital resource for those in need of internet access, even for individuals with limited interned knowledge. By redesigning the application process and updating its access points we aim to improve the user experience and ensure a more streamlined path to benefit from the program. Through effective user interface, user experience research and well stablish language we can make government applications less intimidating and more accessible.
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