Design Contest

Government24:
app renewal Project

Role

UIUX

Process

Empathize-Define-Ideate-Redesign

Timeline

2020.05 - 2020.06

Host

Ministry of Public Administration and Security of Korea /NIA

Overview

I found out that the existing Korean government 24 application doesn’t fulfill the users needs in various ages. After conducting research & receiving suggestions from users, we redesigned the main features such as "simple authentication," customized benefit recommendation and “location inquiry service ”. As a result, we tried to improve the accessibility and quality of the app for various ages.

We conducted research based on Aarron Walter’s Hierarchy of User needs. Therefore, Our first step was analyzing functional things and existing problems based on Google play store review.

Desk Research

01. Function analysis

First of all, We discovered the specific features and problems of the existing government24 app.

Afterward, we analyzed financial apps that provide the same service. We searched/benchmarked for new features/flow/interface components.

02. Google Play store review Analysis

The next step was Google User Review Analysis. In this process, we were able to get a lot of problems with each function such as Issuing documents / Troubleshooting / Lack of guide in each page.

Field Research

01. Interview

We found out the Government 24 app has users of various ages from 10-70s. Therefore, we interviewed every age from 10s to 70s, summarized the problems & insights based on the interviews.

**Here is the spreadsheet of the interview.**
https://docs.google.com/spreadsheets/d/16b7mUZVFqHPrDWT6hDspsU0_B8l_ifDxDAVoCfZ4XCk/edit#gid=2037955081

02. Defining the Problem

• when I click Find Location Tab, The map (modal) image is too small to read.
• After clicking the Care center Tab, it is annoying to click the search window one by one.
• On the Location service, there is no response even if you click the check or joint certificate tab at the bottom. Eventually you have to try again from the beginning.
• It’d be better if I could figure out how many users in real-time during the loading.
• Login page often crashes, but there is no warning explanation.
• I am an iPhone X user, and the right side of the security input keyboard is cut off the screen, so I can't enter the letters 0, L, and P in app.
• It is inconvenient to set the ‘city’ filter after selecting ‘province’.
• I had allowed my location search from the get-go, but I have to set the location again in the service tab.
• The down/up arrow at the top of the search bar overlaps with the 'List View' function right next to it.
• If a window with no search results appears, there is no way to close this window. (No button)
• The main button leads to Naver map, but it is not possible to go back again. (Button error)
• It's hard to find the community center because you have to enter it from another tab.
• If you search a name in the search bar, a window asking you to set the region first, which is useless.
• The care facility tab provides teenager support, hospital/pharmacy, government offices, and leisure culture location, but I misunderstood frequently that it only provide care facilities.
• Icons representing facilities are not clearly distinguished and is not consistent design.
• We can’t log-in easily with authentication with app.
• The app says that I can log-in with Digital OnePass or a financial certificate, but it doesn’t work at all.
• To print documents, you need to install an official certificate on your mobile device, which is very inconvenient and has a troubleshooting as well.
• It turned out that there is no prior guide that the document cannot be printed on mobile. I wasted time looking for it for a long time.
• The document issuance process such as user fingerprint registration flow is complex and inconvenient.

Feedback from professionals

Luckily, We were able to get valuable feedback from UIUX professionals during the first prototype.

In order to reflect the opinions, We were trying to open our eyes, wear ‘user’ shoes through this process.

Summary of the feedback

It’s great to set a specific persona and solution. However, it’d be better to simplify the 'map' features because this app has too many functions.
Need to simplify the amount of info, and just focus on certain flow & processes.
The layout UI structure seems harmonious. The feature of customized recommendations might be a successful idea for users in the future.
Need to consider a feature for every age, especially the elderly.
It’d be better to add interaction design if possible.

Final Work

**Major Improvement**
• Reduced the amount of unnecessary text.
• Integrated all kinds of Login methods.
• Added automatic Login function.

**Major Improvement**
• Based on the senior interview (50-70s), we added Voice search feature.
• Added the font size adjustment function on landing page.

**Major Improvement**
• making elements uniform ( margin value, color, icon, spacing )

**Major Improvement**
• Simplified the Service search hierarchy using slide pop-up.

**Major Improvement**
• Increased a text size & register button to be recognizable.
• Simplified the depths of registration using filter&info message (top of the screen).

Prototype

What I learned

This renewal project was held by Korean Government in 2021. It has 3 steps of design presentation and I’m grateful for participating in the final stage of the contest. This picture was taken during my presentation and It was very nervous btw : ) As a team leader, I learned how to make diplomatic solutions with team members. In the middle of the contest, I got some feedback from UXUI professionals and it helped us aware of the right UX direction & others’ points of view.

I realized When it comes to renewal apps, Existing feedback such as google play store reviews has a lot of insights. Thanks to the people who give valuable feedback on this project.

Government24: app renewal Project