UX/UI Audit for
a Government E-Service
Project Goals
- Improve the usability of the public e-services portal.
- Reduce drop-off rates and decrease form completion time.
- Optimize the design for mobile devices to accommodate a wide audience.
Our Solution
The first step in the UX/UI audit was analyzing user behavior metrics using web analytics tools. We identified points where users frequently abandoned processes or faced difficulties, then validated these findings with focus groups to collect real user feedback. Based on the identified pain points, our team proposed a restructured navigation system, reducing the number of steps required to complete key forms. Simultaneously, we refined the visual design, optimizing fonts, ensuring proper contrast for accessibility, and enhancing iconography to make the portal more intuitive—especially for mobile users. After approval from the relevant authorities, we developed interactive prototypes and conducted usability testing. The results informed the final design implementation, which was carried out in compliance with all technical and regulatory requirements of the public sector.
Technologies Used
- Figma (prototyping and design)
- Google Analytics / Matomo (user behavior analysis)
- Lighthouse (performance assessment)
Results
- 25% increase in completed electronic service requests
- 40% reduction in average form completion time
- Improved mobile experience, receiving positive feedback from users
Project Team
- 1. UX/UI Designer (prototyping and design)
- 2. DevOps Engineer (automation and recovery testing)
- 3. Frontend Developer (adaptive interface implementation)
- 4. QA Engineer (usability and correctness testing)
- 5. Project Manager (coordination with government agencies)
Implementation Timeline
1.5 months
Project Uniqueness
Balancing government sector requirements (formalities, standards) while making the portal accessible and intuitive for all citizens.
Estimated Cost
From $4,000
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