My team wanted to tackle challenges navigating the a form-heavy government process from the inside out.
In building this digital product, we need a platform that will:
- Help people easily fill out government forms
- Save time by re-using information that has already been provided
- Save all of their documents in one place
Timeline: 3 months
Lead UX Designer
I lead the charge for the UX of the product. I worked with one other UX designer to conceptualize, design, and move our ideas to reality.
As Easy as a Conversation
Our stakeholders came to us with the idea that filling out government forms should be as “easy as a conversation.” This idea was our guiding light for how to design the actual entry of form questions. Copy was conversational, simple, and to the point. Responses were phrased in the form of sentences and users either typed in their answers in fields or selected from dropdowns or toggle buttons.
Using Tenets to Design a System
Before designing, we developed a number of design tenets that we would use to guide our designs. The tenets outlined the overall structure and features that we would use to help make it easier for users to fill out their immigration forms.
Macro & Micro
We designed our navigation to support non-linear completion of forms. We had sections, status, and alerts on the left and upload prompts and additional information on the right.
Drop In & Out
Filling out immigration forms is a grueling process. The user may not have all of their information when they first sit down to fill out their forms. Detailed status alerts help the user understand what they’ve completed.
In many situations, we can take a guess at what an answer to a question might be based on the answer to a previous question. We built in predictive logic to help reduce the number of questions a user needed to fill out.
Not every question applies to every applicant. We added questions to help us determine which set of questions needed to be answered. This way, we dynamically create the form to only display the questions relevant to that person.
At the intersection of design and development
My team sat at the intersection of the designers, frontend developers and backend developers. We worked with each group to make sure our vision was developed.
User Flows for Backend Developers
Backend developers were building a system that generated questions and responses dynamically. We took the original government forms and their respective instructions and turned those into documents that translated the forms to what should be displayed on the UI.
Wireframes & Flows for Designers & Developers
The most challenging aspect of this project was the fact that, for a number of reasons, what we set out to design kept changing. Ultimately, we were able to finish designing and building the product, but it was never released to the public.