Project
Digital Citizen Services
Digital Citizen Services are the set of technological solutions and processes that the Colombian State has for its digital transformation and to provide the best interaction with citizens, ensuring citizens the free use of electronic resources with the public administration.
The Problem
Colombian citizens currently have to register as users in person at each of the public entities of the Colombian State, in order to carry out the different procedures and services such as taxes, studies and others. Additionally, citizens do not have a unified digital platform, where they can perform online services and see the current status of their procedures at their availability, which causes the lack of knowledge of many services available to citizens and the imperciptibility of their status.
Objectives
- Integrate and unify data and services from different public and private entities to the platform.
- Create a single registry per person to authenticate and have available multiple services and procedures of the entities that the Government of Colombia has available for the people.
- Create a platform to access a large catalog of services of the nation’s entities, and that the citizen can see the status of each active services.
Solución
Digital citizen services will be implemented through 3 solutions that will work together:
- Digital Authenticator: It is an authentication mechanism where citizens will have the possibility to have a single user to access all services and procedures available to them, and it will work as a tunnel that will redirect them to different state websites.
- Citizen Folder: It’s a web platform where people will have a directory of services that the person can do as a Colombian citizen, in addition to see in real time all the procedures that are in progress to follow them up.
- Interoperability: It is a service where entities will be able to share and organize and use the different data of each citizen.
Work Methodology
Profile Users
Employees in active search
Young people between 25 and 35 years old, actively seeking employment. With a technological appropriation of 90%, with access to Internet, technical, with projection to study and who perform online procedures with government entities.
Independent Employees
Entrepreneurs between 35 and 45 years old, married. With a
80% technological appropriation, with Internet access, professionals, with plans to study a postgraduate degree and who perform online procedures with government entities.
Mothers who are heads of household
Mothers head of household between 45 and 60 years old, who complete their own procedures. With a technological appropriation of 50%, with access to the Internet, technical, independent and performing online procedures with government entities.
Students
Young people between 18 and 24 years old, must be studying or have an early interest in studying. With 100% technological appropriation and a high level of learning.
User Flow
User Journey Map
The user journey helped us analyze and optimize the user experience at every stage of their interaction with the Carpeta Ciudadana and Digital Authentication platform. This approach allowed me to identify friction points and opportunities for improvement, ensuring that the user’s path was smooth and satisfactory from start to finish. As a result, I was able to implement key adjustments that improved usability and increased overall user satisfaction with the platform.
User Personas
The user persona is a key tool in the design process that allows us to focus solutions on the needs, motivations, and behaviors of real users.
Wireframes
Interactive Wireframe
Wireframes are an essential tool for structuring and visualizing the layout of key elements and components in the interface before diving into UI design details. They also allow us to focus on functionality, user flow, and information hierarchy, ensuring a clear and usable user experience. Additionally, wireframes help identify potential improvements or adjustments early in the process, reducing rework and enhancing workflow agility.
Pre-Register Flow
Register Flow
Visual Identity
Design System Detail
Heat Map
High-Fidelity Prototype
Interactive Prototype
Usability Test
The usability test will evaluate the first Authenticator version with 9 scenarios completed by 7 users. The individuals will range in age from 25 to 60 years old. The test evaluation will include pre-test, post-task and post-test questions. The objectives of the test are:
- Evaluate how efficient the communication between the user and the Digital Authenticator is.
- Determine if the visual design of the Digital Authenticator is attractive to the user.
- Establish and compare which tasks were easier and which were more difficult for users.
- Identify the main problems detected by users.
Evaluation Components
Success
Did the user succeed in completing what they proposed to do?
Efficiency
Did you accomplish your objectives quickly and with little effort?
Satisfaction
Do I like using the product?
Results
During the usability tests, we gathered valuable insights that allowed us to measure the effectiveness, efficiency, and overall user satisfaction when interacting with the platform. The results highlighted both areas of success and key points for improvement.
Final Results
New User Registration Engagement Rate in the First Year of Launch of "Carpeta Ciudadana"
We reached a significant milestone by achieving a registration conversion rate of over 100,000 new citizens in the first year, demonstrating the high adoption and acceptance of the platform since its launch.
Developing and Launching the "Electronic Signature" Project
I contributed to the design of the “Electronic Signature” project, a new complementary project to “Carpeta Ciudadana.” This new feature allowed users to complete all processes 100% digitally, directly from the platform.
Monthly Active Users (MAU):
Carpeta Ciudadana reached 5,000 active users in a single month of operation, thanks to various new user adoption campaigns, as well as the integration of a large number of entities into the platform, ready to perform all types of processes at a national level.
Pioneers in Digital Accessibility:
We led the creation of platforms that are 100% accessible for people with disabilities, setting a new path for accessibility at the national level and ensuring that “Carpeta Ciudadana” is inclusive for all citizens.
