Government of India 
introduction
eOffice is a cutting-edge digital platform meticulously crafted to revolutionize office management by eliminating the need for paper, fostering seamless communication and collaboration among government entities and employees, and ultimately boosting productivity. It offers a robust suite of tools, including electronic document management, workflow automation, digital signature capabilities, and task tracking functionalities, among others. eOffice empowers professionals with the flexibility of remote access to work-related files and tasks, facilitating work from any location. This versatile system enjoys widespread adoption in government agencies, corporate entities, and other sizable institutions seeking efficient and secure operational management.
Objective
To improve the user experience and website navigation, our goals are as follows-
Firstly, we aim to inform users about the services we offer, ensuring they have a clear understanding of what's available. Secondly, we intend to enhance the visual design of the website, making it both visually appealing and accessible to all users. Thirdly, we strive to simplify the cognitive load on users, making it easier for them to interact with our platform. Lastly, we are committed to building trust among our users, fostering confidence and reliability in their interactions with our website.
Target Audience
Government officials and employees aged 18 or older, who require access to upload or retrieve information such as documents, personal data, performance appraisal dossiers, etc., from the government database.
The Challenge
The existing website design is antiquated and falls short of meeting the requirements of contemporary users. It presents difficulties in terms of navigation, lacks visual appeal, and may not have been thoughtfully crafted with user needs in consideration. Consequently, this can result in a perplexing user experience and limited accessibility.
Usability Study Findings
Based on the usability study conducted on the eOffice website, several insights and issues were identified. These insights encompass user behavior, pain points, and preferences, and can be summarized as follows-
- Interaction with the Landing Page- Users were observed to interact with the landing page through various actions, such as clicking on links, scrolling, and using the search function, indicating their engagement with the website.
- Time Taken to Identify Services- Users took varying amounts of time to identify the services offered by the eOffice website, suggesting differences in the website's clarity and navigation ease.
- Time Taken to Apply for a Service- The time it took for users to initiate and complete the application process for a selected service highlighted variations in the efficiency and user-friendliness of the application procedure.
- Complex navigation made it challenging for users to locate necessary information.
- The absence of a site map and quick links hindered easy exploration.
- The lack of a language selector restricted accessibility for diverse user groups.
- The homepage lacked substantial and relevant information, failing to engage and inform users effectively.
- The use of the unfamiliar term "implementation" may confuse users.
- The absence of a recognizable Call-to-Action (CTA) button for getting started.
- The lack of a language selector restricted accessibility for diverse user groups.
- Icons on the website lacked direct relevance to their context.
- Inconsistent use of icons, typography, button styling, and color scheme contributed to a lack of uniformity.
- Absence of a "Get Started" CTA button in the header extended user navigation time, adding to cognitive load.
- After login, users did not encounter tailored content.
- The home page lacked a comprehensive list of available services.
- The numerical data on the home page lacked meaningful relevance to users.
- Lack of convenient shortcuts or streamlined actions for users.
- Absence of a direct CTA to contact a specific individual from a state.
- Users were required to manually compose emails for communication.
- Missing copy button for email addresses.
- No sorting, filters, or search options were available for state data.
- Emails were not formatted correctly, using "[at]" instead of "@" and "[dot]" instead of ".".
- The user interface lacked clarity, making it challenging for users to understand CTAs, products, and value propositions due to insufficient highlighting.
- Users struggled to comprehend the meaning and purpose of icons included in the design.
- Users did not receive clear, accessible steps or handbooks on how to use the product, with these instructions buried at the end of the homepage amidst irrelevant information.
- The website lacked a dedicated FAQ and help section.
- Contacting customer support was not straightforward, as the ministry email was presented in a complex format.
- The brand logo appeared cluttered or confusing, which could affect brand recognition and memorability. (Poor Branding)
- The header section lacked relevance to the brand or content, potentially misleading users.
- Inconsistency in visual elements and layout across various brand materials could erode brand trust and recognition.
- Inconsistency in visual elements and layout across various brand materials could erode brand trust and recognition.
- Main products or key offerings did not receive adequate prominence, potentially resulting in missed sales opportunities.
- The non-intuitive navigation structure made it challenging for users to find their way around the website.
- Calls to action and interaction cues were not prominently placed, potentially hindering user engagement and conversions.
- Lack of a well-defined color palette-The absence of a clear set of colors led to inconsistency and randomness in color choices.
- Inconsistent font usage within images and the employment of multiple fonts led to typographic inconsistency.
- Discrepancies in icon usage and visual symbols contributed to confusion and a lack of coherent visual messaging.
- Non-compliance with WCAG handbooks- The website failed to adhere to Web Content Accessibility Handbooks (WCAG), potentially excluding users with disabilities.
- Single language support- Content was provided in only one language, limiting accessibility to a broader, multilingual audience.
- Lack of alternative text for non-text content- Descriptive alternative text was notably absent for images and other non-text elements, making it difficult for users with visual impairments to understand and engage with the content.
In conclusion, the usability study identified a range of issues and pain points in the eOffice website, affecting user experience and accessibility for government officials and employees. Addressing these issues through redesign and improvements is essential to enhance the website's usability and effectiveness.
Synthesizing Phase
With the insights gathered during the research phase, we have gained valuable understanding of the users' interactions and challenges while using the website eOffice. Building on this knowledge, we have now entered the Defining phase, where our aim is to deepen our comprehension and transform the research findings into practical design solutions. To maintain a user-centric approach, we have created personas that embody essential user archetypes-
User Personas User Persona 1 Name-SarahBackground- Government official in her mid-30s. Works in a government agency responsible for document management. Comfortable with technology but prefers user-friendly interfaces.
FrustrationsSarah is frustrated with the difficulty of navigating the eOffice website, her struggle to identify available services, the non-standard email format for contacting authorities that wastes her time, the need to modify and send emails for access requests, and the lack of user-friendliness in the eOffice experience.
Needs and WantsSarah's needs and wants include the efficient electronic management of documents, reducing paperwork and streamlining processes, having a user-friendly eOffice platform, and achieving quick and hassle-free communication with other government entities.
Persona 2- Name- RajBackground- Government employee in his late 40s. Limited experience with digital platforms. Prefers traditional paper-based processes.
Frustrations-Raj is frustrated with the overwhelming complexity of the eOffice website, a lack of understanding regarding the purpose of eOffice, the absence of a clear "Get Started" option, and the difficulty in modifying and sending emails as requested.
Wants and NeedsRaj's needs and wants to encompass understanding the benefits of transitioning to eOffice, learning how to use the platform effectively, simplifying complex processes and interactions, accessing government documents and services more conveniently, and having a simplified and user-friendly introduction to eOffice.
Mapping User Journeys and Extracting InsightsWe have chosen to focus on Sarah, a government official responsible for document management, to gain in-depth insights into her specific needs, pain points, and behaviors while using the eOffice platform. By mapping Sarah's user journey and experiences with eOffice, we aim to understand her interactions, emotions, frustrations, and overall user experience. This will help us identify areas for improvement and develop user-centered solutions.
Mapping the Journey to a "User Story"After analyzing Sarah's user journey map, we have gained valuable insights into the actions, emotions, and pain points she encounters when using the eOffice platform. This journey map has been customized to Sarah's objectives and requirements as a government official responsible for document management. It highlighted key touchpoints where Sarah faced difficulties and provided insights for potential enhancements. Based on these observations, we have distilled one of Sarah's key needs into the following user story:
Sarah's User Story"As a government official responsible for document management, I want a user-friendly and efficient eOffice platform that streamlines document management, reduces paperwork, and enables quick and hassle-free communication with other government entities, so I can improve my productivity and enhance the document management processes within my agency."
Framing Challenges and HypothesisHaving analyzed Sarah's user journey as a government official responsible for document management, we can now formulate a problem statement that encapsulates the challenges she faces when using the eOffice platform.
Problem StatementSarah, a government official responsible for document management, faces difficulties in navigating the eOffice website, identifying available services, and accessing government documents efficiently. The non-standard email format for contacting authorities and the need to modify and send emails for access requests further hinder her productivity. The lack of user-friendliness in the eOffice experience results in inefficient document management processes within her agency.
This problem statement will guide our design efforts, ensuring that our solutions directly address Sarah's needs and enhance her overall experience with the eOffice platform. Building upon this problem statement, we can formulate a hypothesis:
Hypothesis StatementIf we redesign the eOffice platform to provide a more intuitive and user-friendly interface, simplify the document management processes, standardize communication methods, and offer comprehensive support and training, then Sarah's experience with the eOffice platform will become more efficient, productive, and user-friendly.
We believe that by addressing the identified challenges and implementing user-centric solutions, Sarah will have a more satisfying and productive experience while managing documents and communicating with other government entities through the eOffice platform. In the following sections, we will work towards transforming these insights into concrete design solutions, ensuring that Sarah's needs and wants are met.
