Community Kiosk
Role & services
Software used
Maxsip Telecom
Adobe suit: Illustrator | Photoshop | After effects
Ui programs: Figma | Lottie | Lottie creator
Lead Ux & Ui Designer
Visual Design | User Research | Testing
Company
An 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 a realistic view point of the market, 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 market 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
Age: 68
Ethnic group: Caucasian
Occupation: Retired electrician
Mathew Santana
Location: Missouri
Status: Widowed
Mathew Santana age 68. He is a retire electrician from a remote part of Missouri looking for a better way to communicate with his 2 sons who are currently living in different states. His knowledge of the internet and digital products is very limited but he is currently looking for service providers that are affordable and can provide access to his current address. Mathew is excited to know that the GOV is providing ACP service in his state, he is looking forward to applying but he hopes for the process to be quick since he had problems with other gov benefits being too slow to process.
About
Frustrations
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
Goal
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
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
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.
Challenging tradition
During my research, as I read polls, reviews and reports from our customer support groups we came to a realization that Governmental benefit applications are one of the most stressful and least efficient processes for individuals to acquire GOV help. The result of our user research gave me insights on expectations, needs and pain points. I introduced modern strategies and technology to create a better user experience, and the results where better than expected but we still found frustrations from groups of users in the age range of 50 years and above, this lead to one major individual factor causing users to stop at times in the middle of testing; that was “A fully automated process”. Our aim was to make accessing government services through the ACP easier, sophisticated, and less time consuming however users find the familiarity of human interaction more valuable when it comes to applications with GOV institutions.
Solution
We empathized with the demands and needs from users, as well as we keep the business goals consistent. The major challenge was not only with IA, the visual aspects or software parts of the project but we also realize an upgrade to our hardware was needed. We made changes and iteration and not only found tablets more useful than a kiosk — which required installation, but also gave an access point to keep the automation as well as that Human service factor allowing us to be more flexible and mobile. 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, ultimately bridging the digital divide for those in need.
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