Government 6 months

Government Portal UX Redesign

User-Centred Design for Public Services

State Government Department

UI/UX DesignUser ResearchDesign SystemsWeb DevelopmentAccessibility

73%Reduction in support calls

89%Task completion rate (was 20%)

AAAWCAG 2.1 compliance achieved

4.2/5Citizen satisfaction score

Understanding the Problem

The Challenge

A state government department's citizen portal had abysmal usability—80% of transactions required phone support to complete, accessibility compliance was poor, and citizen satisfaction scores were critically low. The portal served over 500,000 annual users for essential services including licensing, permits, and payments. Previous redesign attempts had focused on aesthetics without addressing fundamental usability issues.

Strategic Implementation

The Solution

We conducted extensive user research including interviews with diverse citizen groups, usability testing of existing flows, and journey mapping. The redesign prioritised task completion over visual polish, with clear information architecture, plain language, and WCAG 2.1 AAA compliance. A comprehensive design system ensures consistency and accessibility across all services. Iterative testing with real users validated improvements before launch, with ongoing analytics measuring task completion rates.

Technologies Used

FigmaReactTypeScriptStorybookWCAG 2.1Azure

How We Did It

Our Approach

User Research

4 weeks

Conducted 50+ user interviews, usability tests, and accessibility audits across diverse citizen groups.

Design Strategy

3 weeks

Created information architecture, content strategy, and design principles based on research insights.

Design System & Prototyping

6 weeks

Built accessible component library and interactive prototypes for key user journeys.

Development & Testing

8 weeks

Developed frontend with React, conducted accessibility testing, and validated with users.

The transformation is remarkable. Citizens can now complete transactions independently, our call centre isn't overwhelmed, and we're finally providing the digital services people expect. HELLO PEOPLE's research-led approach made the difference.
Director of Digital ServicesState Government Department

Measurable Outcomes