02 — User insights
Identifying pain points.
To understand how the log-in and user administration could be improved, we conducted qualitative interviews with four citizens and six businesses. The sessions were 1.5 - 2 hours long and were facilitated as open-ended interviews. Each session focused on specific user scenarios that the participants were familiar with. On a computer, the participants would walk us through their interactions and pain points.
Key insights were:
- Log-in is not integrated into the portals.
- Log-in modules are inconsistent across portals.
- Log-in status is not always shown in the UI.
- User administration is exceptionally cumbersome for businesses.
- People borrow credentials from others for convenience (security issues).
03 — Design iterations
Design explorations and iterations.
To remedy the pain points identified in the user research, we explored a range of concepts and ideas. I iteratively qualified the concepts by sharing them with critical stakeholders who critiqued the work. For each iteration, new details and vital aspects were added to the wireframes.
04 — Log-in and user profiles
Model for user profiles and seamless login.
One of the significant issues in the current version is the lack of flexibility in user profiles. As a business owner of a small business, it might be useful to use the same login credentials that is used as a citizen, whereas larger organizations may require all employees to use a company profile.
The wording and interfaces in the current infrastructure are highly technical and are hard to understand for most people. To deal with this, I created a new model for the relationship between a person and her user profiles.
The final result is a concept for how to implement a coherent login flow across different portals. The emphasis was on recognizability, flexibility in profile selection, and adaptability to all platforms.