Problem
Problem
A public service website needs to serve different intentions: learning, finding information, and submitting a report.
User and context
User and context
The project focuses on making those intentions visible and approachable for a broad community audience.
Research or observation
Research or observation
Explored the main content and service categories to identify a useful starting point for visitors with different needs.
User flow
User flow
Mapped pathways for browsing educational information, searching content, and reaching the public complaint feature.
Solution
Solution
Created an interface direction and prototype that separate informational and action-oriented paths without fragmenting the experience.
Usability testing
Usability testing
Used simple usability testing to review labels, navigation, and the clarity of the primary service paths.
Outcome
Outcome
The concept creates clearer entry points for information, education, search, and public reporting.
Learnings
What I would carry forward
- Different user intentions should be visible early in the journey.
- Service design needs both clarity and trust.