GoVisit Project
Our goal: allow the inhabitants of Israel to make an appointment to obtain the services offered by the government.
My Role
I led this project as product designer (CX; UX; UI) from January 2020 until now.
Customer Insights & Ideation
This project began following the government's decision to create an application to set appointments with the various government departments. Until then, this service existed in an application belonging to a private company and offering to set an appointment for non-governmental services as well.
Experience Strategy & Vision
I performed market research, interviews with users and potential users as well as a user testing on the existing website proposing this service to be able to better understand the needs of the users and thus obtain better results.
Planning & Scope Definition
During the course of my research, I discovered a new persona whom I called "the representative." The "representative" can be a lawyer or an accountant who must handle the cases of Israeli citizens. In addition, I received a broad petitioner picture regarding the existing pain points in the process of receiving the service. I established a customer journey map and understood that the process don't start with the GoVisit website but previously.
Design Execution & Validation
First, I designed a native app like demanded in the governement decision. But after more researches and rethinking with the relevant stakeholders we decided to go only on responsive web design (mobile first). I executed wireframes, prototypes and design specs.
The challenge
Product limitations and Cooperation with a number of entities
GoVisit interfaces with the internal Q-Flow scheduling system of the offices and will replace the interface for the myVisit citizen.
Initially only offices listed today on myVisit will be able to connect to the GoVisit system.
The offices must perform data improvement in the system before entering the new system.
In addition to the technical limitations, the Govisit site is one point within any whole process of getting a government service. Therefore the gaze, thinking and action were with a much wider range than the Govisit project. In the end, the user should not worry and feel that he is going through a number of remaining processes until receiving the service but he should experience a good experience and a process that is as uniform and friendly as possible.
Do you want to know more about this project?
Due to confidentiality, it is impossible for me to publish the entire project online. Please contact me for more details.
