- Open administration
- Digital certification
- Digital identity
- Identity and digital signature
The VÀLid service of the AOC obtains the certification of conformity with the ENS in the high category
As a result of a close and constant collaboration with users, we have reconsidered and improved My space, paying special attention to content, usability and design with a clear goal: to deliver a service that better adapts to the daily needs of citizens in its relationship with the Catalan administrations.
A process of continuous improvement
Through an analysis of user behavior with "My Space" and using research techniques such as surveys and usability tests, we have identified specific areas that required improvement.
In this case, we particularly want to highlight the technique of user tests, as it has been key to identifying most of the points to improve. The you procés that we followed to carry out the tests includes:
- Detection of friction points and improvement (assumptions): identify areas of improvement based on the comments and behaviors of users.
- Internal design validation: review the solutions internally between all the parties involved before carrying out the tests with the users.
- Launching the test:
- Definition of the specific objectives of the test.
- Profiling of users so that they are the right ones to test the prototype.
- Capture of users by sending an email to the database, previously filtered according to the established profile, to invite those who have signed up voluntarily to participate in the test.
- Remote test session:
- Short interview to get to know the user.
- Specific tasks to be completed by the user to observe their behavior towards the functionalities and information we want to validate.
- Notes and impressions from our team.
- Summary of conclusions most prominent
- Design iterations based on the ideas obtained.
- We start the cycle of continuous improvement again.
Identification of improvement points
Test sessions with users have provided us with valuable information about the most valued functionalities and the areas that needed improvement in "My Space".
We discovered that 25% of users they were not satisfied with the experience, noting that the tool could be confusing and that certain sections were overlooked.
The specific points of improvement identified in the different tests are:
- Too technical language: users have reported that the language used in terms such as "Procedures" and "Files" generated confusion.
- Difficulty seeing the status of the procedure: users found it difficult to follow the status of their procedures.
- Navigation problems: navigation in the platform was not intuitive enough, making it difficult to locate important sections and functions.
- Need to integrate inter-administrative management: users highlighted the need to be able to visualize and manage transactions with various administrations in a single space.
- Lack of clarity in pending activities: users want to have a clear view of the activities they have pending with the different administrations.
- Tax consultation and management: users commented on the need to be able to consult information related to their taxes, such as collection dates and amounts, and to have the option to manage their payment directly from the platform.
Applications of improvement proposals
In the new proposal, we have addressed these points and other derived needs, such as:
- Improved design: the clarity and intuitive design of "El Meu Espai" have been significantly improved following the AOC design system. This facilitates a better user experience and more efficient navigation.
"I see it very visually. I like it"
- Simplifying the language: we've simplified the verbiage used to make it more understandable and improved the clarity of some confusing icons.
- Page length and spacing: we have adjusted the length of the page, with an emphasis on showing the pending activity in a more direct and obvious way, to optimize the time of use and prevent the information from being excessive or difficult to manage.
"Now it's easier to see pending things. I would come in more to check how everything is”
- Visualization of the state of management and procedures: we have improved the way in which the states of the managements are visualized, showing them directly in the description of the procedure.
"Everything is very comfortable. I like not having to click on the list to see the status of my activity”
- Weekly notification service for WhatsApp: we have introduced a weekly notification service through WhatsApp to keep users constantly informed about the activity with the administrations. This helps keep them up to date and better manage their tasks and procedures.
- Access to aid information: access to information about aids, such as the Social Referrer, is an important resource for users seeking additional support.
- Appointment request: we have integrated the possibility of requesting an appointment directly through the platform.
And now what? next steps
Although the iteration of our services is constant, this completely renewed version of "My Space" will be available soon for all citizens, offering an improved, clearer and more usable experience that responds more effectively and efficiently to their expectations.
In addition, there will soon be more news since, in parallel, we are also working on a new version of "My space" designed so that people with powers of representation have easier access to their activity.
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