Gob.peIntroducing UX in the Government

Secretary of Digital Government PCM

Bring the government closer to the

citizen

What is the problem to solve?

In depth interviews: 26 Lima - 14 Iquitos

Contextual interviews:9 Lima - 8 Iquitos

Observed entities: 11 Lima - 7 Iquitos

Workshops: 4 Lima - 2 Iquitos

It doesn’t speak to me

It doesn’t give me anything

It’s not trustworthy

The interviewees perceived the Government as a distant and fractionated institution

Look for the procedures you need

We help you access information of public procedures and services.

● Responsive to any kind of device● Easy to navigate and understand● Doesn’t consume your data

Gob.pe has reached

24 million users.

Information of

700+ procedures and services

for all regions.

We have redesigned

30 institutional webpages.

Dev

Design

TestingResearch Ideation Prototyping

Where is UX?

Research: doing the correct field work

25Citizens

Between 19 and 35 years old

Lima and provinces9 women and 16

men

11Public servants

DealershipsTransportation and

Communication Office

Regional governments

4Regions

LimaArequipa

CuscoTacna

5Places

Driving schoolMedical centersSchool of driversCen. Evaluación

Cen. Emisión Lic.

1Public servant

as a citizenPublic servants

using the service

“We live in the internet era and yet we have to come

here to waste time, wasting a full day doing a

procedure that could be easier and faster.”Jorge

HUG

“The success of a contract with the government

depends on who you know and how you found out

about the contracting contest”

“The physical identification is not the same as the digital. In the digital identification you can change your name and nothing happens"

Huberth, 39 yoPharmacist

“I’ve heard about the DNIe but I don’t know what is itfor (when we show it to him) It’s the first time I see it, Ilike the color, and it has a chip”

Alessandro, 20 yo School student and entrepreneur

Where should be the focus?

For Citizens, a procedure is not only filling forms. It actually starts with gathering information and ends when their needs are

fulfilled

INTERACTIONINFORMATION FULFILLMENTMOTIVATION

Design in government: finding allies

But also the “usual”: Prototyping, testing, development

Everywhere is UX

Our key features of experience: accessibility

Content with simple terms that citizens use

and understand

Colors with sufficient contrast between text

and background

Typography with easy to read shape, color

and size

Larger click areas

Less images for faster load time

Agreement with telephone companies so Gob.pe does

not consume user data

Optimized code for screen readers

Citizen centered design

Citizen feedback

¿Was the content useful?

Tell us the problem:

● Something isn’t

working

● Not enough

information

● Wrong information

● It’s not easy to

understand

● Another reason

Step 1: Listen, empathize and design for your user

Step 2: Continue listening, discovering and redesigning for the new needs of your users