e-Despatch

A SAAS based letter management product that allows all government organisation to exchange official letters between each other thereby creating transparency to the citizens with important government letters. 

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My Role

  • User Research

  • Prototyping

  • UX/UI Design

I helped prototype and visualise the design of e-Despatch SAAS application from scratch making it easy for the government clerks and officers to use.

Duration

6 months

Overview

e-Despatch was a government project which I completed in 6 months.

It is a digital application which allows exchange of official letters between the government offices, thereby providing a transparency to the citizen.

It was one of my most challenging project as I had to design it from scratch for people who were doing it manually earlier. 

The goal was to make it easier for the users who will switch from manual to application.

Problem

Main problem was that most of the users were less tech savvy. They were habituated to the manual process. Even though they were frustrated with the manual process, they were not sure if they could do the same thing easily in an application.

Solution

To solve the problem of users what I did was, I conducted several detailed user interviews. User Interviews helped me to understand their work process, pain points and using that I conducted several workshop which helped me brainstorm and design solutions.

Research Process

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Opportunity

SAVE TIME & MONEY

It was a relief as some letters used to fail to reach the office on time due to the distance. Also Money that was spent on papers and printing got saved

INCREASE SECURITY

There were chances in which some letters were getting lost. Switching to cloud based application made it more secure and reliable.

TRANSPARENCY

This application gave a transparency to citizens about all important government announcement.

User Personas

While there were three groups of users identified, higher government officials, clerks & messenger, citizens. I decided to focus on the needs of the 'potential users' first that were the clerks & messenger. They will be using the application more for sending and receiving letters. Higher officials will use less just to supervise and citizens will use just to view important government announcements.

To guide the design process, the interview findings for 'the planner' was distilled into this persona below:

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 Affinity Mappinng

To gain a better understanding of the problem space, I conducted several user interviews to validate my assumptions and better understand my users’ needs and pain points. First I categorised the users and found out who are the target users.

I found out that the main users are the B2B users,i.e, the government clerks who will despatch the letters and the messenger who will receive the letters. The highers officials and citizen will use it less frequently. After find out my main users I started to interview them. After interviewing I conducted online surveys with around 50 government officials. Using the report I along with my team did affinity mapping to those responses

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Dashboard

After understanding the work process, user need, their pain points, it was time to design the architecture of the dashboard. The main challenge was to design the despatch journey as easy as possible for the users as they were not that tech savvy.

So after all research I divided the despatch journey into small chunks of steps. Those were in side menu under despatch :

  • Letter Details

  • Attach Addressee

  • Attach PDF

  • Despatch Letter

  • Resend SMS

  • Print Address

The. main statistics reports were shown in the dashboard section.

Low fidelity design

I set up a lo-fi prototype using Axure to help aid the student conversations and also provide usability insights.

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High fidelity design

After the wireframe were approved I jumped in to create the best possible visual design as per the latest trend.

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