About
As a Digital Services Partner of the Rwandan Government, IremboGov delivers services and innovative digital solutions that enable public agencies to process millions in revenue digitally and help citizens access public services efficiently.
Role: Product designer
Date: Nov 2018 - Feb 2020
Tools: Figma, Sketch, Miro, Draw.io, Slack, Jira, Notion
Exercises: Experimentation, A/B testing, Qualitative research, User interviews, usability testing, UX design, UI design
Project background
This is an improvement of the first version that was in place from 2011 to 2014, The goal was to significantly improve the product by redesigning and re-engineer the product from scratch and made 100% in Rwanda, addressing both design & engineering problems but this time with working closely with public institutions to simplify processes, breaking silos, putting the citizen first making public services even easier to access.
Responsibilities
As the only designer on the team at that time. I helped create a better experience to accessing public services in Rwanda, working with the team to come up with design solutions, simplifying user flows, understanding how citizens interact with the product to better the product.
Understanding and defining usability problems
Understanding who we were designing for and what challenges they were facing accessing public services online, The interesting part about this project is anyone at some point in life needs to access public services, from kids who are about to get their first National ID, to couples about to get married, to people transacting land, from old to young, from it literate to non IT literate, to people with and without internet and more.
Research & data
As of 2019, 95% of people who accessed services on IremboGov were assisted by Irembo Agents countrywide, which told us that maybe if the product was easier and simpler to use people more citizens would apply on their own.
The goal
Enable citizens to easily and better access public services with our online solution?
Designing for better service discovery
Simplifying the application steps:
Improving how Gov’t officers review & act on applications
Digitizing Government silos and putting citizens first
Reducing trips to Gov’t offices
The result
IremboGov 2.0 came off with an all-new simple, user-friendly interface that enables a more pleasant user experience that is citizen-centric.
Key achievements
• All local Government certificates are now digital!
• Zero-trip zero paper services, all local government certificates are now digital.
• Open document validity, This saves citizens time and money.
• Three steps only: Apply, Review and Pay
• Millions of working hours saved for citizens & Government officers
• A new design system
IremboGov 2.0 Launches in Feb 2020 changing how people access public services: www.irembo.gov.rw
During the COVID-19 lockdown, most local government services in Rwanda remained available online through IremboGov as a result of providing end-to-end services.
IremboGov 2.0 turns one year, a look back at key updates
Reflections
This project highlights how important it is to clearly understand the problem to be solved beforehand.
