Social Affairs Bureau

Redesigned to
balance the needs of
the public and business

2020 Summer Internship, Office Website UX/ UI

The website of Taichung City Government Social Affairs Bureau not only provides the service of finding social welfare information for the public, but also contains the functions of policy dissemination, performance promotion, and activity records, and is linked to many sub-sites and systems.

ROLE

UX/UI Design

TIME

2 months

TEAM

4 members

First Status

”Government websites
are hard to use!”

In order to understand the status of the website at this stage, we conducted user research to clarify the purpose of the website, understand user needs and operating experience, and then consider internal and external needs to plan the possible development of the website.

Research Insights

Based on the research data, we found that the website is used by a variety of people, from the public sector, the media, and people who need resources. The focus of this study is on the people who need the service and on the social workers who are the first to face them.

Service demander

‧ There are many channels to get information from the Social Bureau, such as FB and Line.
‧ The number of people who choose to call directly for welfare information is 69%.
‧ The majority of users are women.

Service Provider

‧ Integrated Planning Section: maintain the website and structure.
‧ Sales Section: Posting social welfare information and handling offline business.
‧ Contact Center: First line to receive calls from the public.

Defining the Four quadrants

” I really need it, but the process
is very complicated,
and I had to give up halfway through. ”

By creating a customer journey map, we found many pain points, waiting points, and opportunities that we can design our services into. In addition to providing clear definitions of categories and guidelines, we also provide clear access to benefits, and open up online and offline integration channels to provide more friendly digital services to those in need of benefits.

Key Objectives

Provide clear guidance and sorting

Convey a clear way to apply for benefits

New social welfare map link to provide offline guidance

Explore more design possibilities
for the Social Bureau website.

In order to combine the usability of the website with more creativity, two prototypes were drawn up, the basic version and the breakthrough version. In the end, we combined the test results of both versions and came up with a consensus design layout.

Our proposal / Solution

Redesigned to balance the needs
of the public and business

Feature One

Clearly segmented
target audiences,
planning scenario to
enhance browsing efficiency.

Feature Two

Reorganize the way documents are presented to improve readability.

Feature Three

New social welfare map link
to provide offline guidance.

Validation

Designed Contextual tasks for five major functions of the office website. All five tasks effectively reduced the search time and significantly reduced the psychological burden, with significant improvements in System Usability Scale and Net Promoter Score.

Effects

The majority of the users interviewed said that the new version of the website was generally well designed.
However, according to the Net Promoter Score results, the majority of referrals were passive, so we need to consider how to improve the scores and expand the sample to achieve more accurate reliability.

Team Members

Danielle Zhang(UID),
Sharon Ho(UXR),
Po Zhi Yang(UID),
Fan xian Huang(Eng)

What did I do

Participate in the whole project from research, design to testing.Mainly responsible for service planning, and user interface design.

Detail Report