Empowering Public Administration | UX Consultancy for AOC's Digital Modernization
Work
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User Research
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EACAT

Empowering administration

The AOC Consortium aims to promote the digital modernization of Catalan administrations, thereby facilitating a more flexible and collaborative government.
EACAT, one of the key services of the AOC, has the primary goal of facilitating communication between administrations quickly and securely. Our task was to validate the needs and aspirations of different public bodies regarding the EACAT service, along with finding ways to leverage available resources and services, and discovering new innovative features that should reduce costs and management times.
In these large-scale public bodies where a wide variety of services are offered, it is common to encounter obstacles that ultimately affect users, hindering their tasks and resulting in a poor experience, involving aspects of design, functionality, style, understanding, and accessibility.
To overcome these obstacles, we focused on an approach centered on public employees, the main users of the EACAT service. We combined different research methods, including shadowing, interviews, user testing, and Co-creation Workshops, to identify the main inconveniences and needs of the users and establish a roadmap of strategic, design, communication, development, and integration initiatives.
Among the initiatives developed, the evolution of their digital services and the redesign of their platform stand out, along with the creation of a Design System that establishes usage patterns with the aim of improving usability, accessibility, and scalability.
Discover how we are working to empower public administration!

EACAT - Fail Fast
EACAT - Fail Fast

Strategic vision

Through Design Thinking sessions, we aligned the creative team with the strategic vision of the AOC Consortium. As a result of the process, we defined 5 principles for EACAT users, in which pains were identified and solution principles that aligned with the strategic vision of the AOC Consortium were formulated.

EACAT - Fail Fast

USER-CENTERED RESEARCH

With the aim of deeply understanding the context of EACAT users, we conducted contextual sessions, analyzed the available data and metrics from EACAT, and launched two surveys tailored to the user profile. This immersion allowed us to generate the necessary knowledge to adapt the interview scripts to the different user profiles.
 We conducted a total of 21 interviews and 5 test sessions with Service Managers, Processors, Integrators, and Promoters to understand how they interacted with the EACAT service.
All qualitative information was organized to obtain the key findings of the discovery phase.

EACAT - Fail Fast

VALIDATION, IDEATION, and PRIORITIZATION

The next step involved validating the results of the discovery phase with users. Through Focus Group sessions, users were invited to discuss and build upon the Top Findings to refine challenges and identify opportunities. After identifying the 6 main challenges, formulated with How Might Be Questions, we held two Brainstorming sessions to generate solutions and define design principles for the new platform.
The outcome was 28 ideas, categorized based on their alignment with the AOC strategy, ease of implementation, and value for users, along with 5 design principles.

Strategic vision

Through Design Thinking sessions, we aligned the creative team with the strategic vision of the AOC Consortium. As a result of the process, we defined 5 principles for EACAT users, in which pains were identified and solution principles that aligned with the strategic vision of the AOC Consortium were formulated.

EACAT - Fail Fast

USER-CENTERED RESEARCH

With the aim of deeply understanding the context of EACAT users, we conducted contextual sessions, analyzed the available data and metrics from EACAT, and launched two surveys tailored to the user profile. This immersion allowed us to generate the necessary knowledge to adapt the interview scripts to the different user profiles.
 We conducted a total of 21 interviews and 5 test sessions with Service Managers, Processors, Integrators, and Promoters to understand how they interacted with the EACAT service.
All qualitative information was organized to obtain the key findings of the discovery phase.

EACAT - Fail Fast

VALIDATION, IDEATION, and PRIORITIZATION

The next step involved validating the results of the discovery phase with users. Through Focus Group sessions, users were invited to discuss and build upon the Top Findings to refine challenges and identify opportunities. After identifying the 6 main challenges, formulated with How Might Be Questions, we held two Brainstorming sessions to generate solutions and define design principles for the new platform.
The outcome was 28 ideas, categorized based on their alignment with the AOC strategy, ease of implementation, and value for users, along with 5 design principles.

EACAT - Fail Fast
EACAT - Fail Fast

The Design System for EACAT, designed for public workers, is more streamlined and aims to ensure the usability and scalability of their tools. As experienced users familiar with the platform and its regular use, they require fewer explanations and prioritize process efficiency.

EACAT - Fail Fast
EACAT - Fail Fast

The Design System for citizens is more focused on simplifying communication and facilitating interaction with the administration through an even cleaner and more spacious design. This takes into account that we have a much more diverse audience and their usage is more sporadic compared to that of public workers. With an intention of neutrality and a more chameleon-like style, it facilitates the integration of the image of different entities (municipalities, regional councils, etc.).

EACAT - Fail Fast
EACAT - Fail Fast

Regarding language, one of the primary goals was to bring the administration closer to the user by using clear language and providing contextual aids in situations where simplifying concepts was not possible. To achieve this, we focused on refining language and tone, establishing principles for communicative style. Consequently, we developed a specific writing guide for EACAT and an ongoing glossary of terms.

ROADMAP TO DRIVE CHANGE

As a result of the research, we proposed 5 lines of work based on the strategic axes of the AOC Consortium. Each line of work would be developed in 5 cross-sectional stages with the aim of incrementally adressing them.

EACAT - Fail Fast
EACAT - Fail Fast
The Design System for EACAT, designed for public workers, is more streamlined and aims to ensure the usability and scalability of their tools. As experienced users familiar with the platform and its regular use, they require fewer explanations and prioritize process efficiency.
EACAT - Fail Fast
EACAT - Fail Fast
The Design System for citizens is more focused on simplifying communication and facilitating interaction with the administration through an even cleaner and more spacious design. This takes into account that we have a much more diverse audience and their usage is more sporadic compared to that of public workers. With an intention of neutrality and a more chameleon-like style, it facilitates the integration of the image of different entities (municipalities, regional councils, etc.).
EACAT - Fail Fast
EACAT - Fail Fast
Regarding language, one of the primary goals was to bring the administration closer to the user by using clear language and providing contextual aids in situations where simplifying concepts was not possible. To achieve this, we focused on refining language and tone, establishing principles for communicative style. Consequently, we developed a specific writing guide for EACAT and an ongoing glossary of terms.
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EACAT - Fail Fast
EACAT - Fail Fast
The Design System for EACAT, designed for public workers, is more streamlined and aims to ensure the usability and scalability of their tools. As experienced users familiar with the platform and its regular use, they require fewer explanations and prioritize process efficiency.
EACAT - Fail Fast
EACAT - Fail Fast
The Design System for citizens is more focused on simplifying communication and facilitating interaction with the administration through an even cleaner and more spacious design. This takes into account that we have a much more diverse audience and their usage is more sporadic compared to that of public workers. With an intention of neutrality and a more chameleon-like style, it facilitates the integration of the image of different entities (municipalities, regional councils, etc.).
EACAT - Fail Fast
EACAT - Fail Fast
Regarding language, one of the primary goals was to bring the administration closer to the user by using clear language and providing contextual aids in situations where simplifying concepts was not possible. To achieve this, we focused on refining language and tone, establishing principles for communicative style. Consequently, we developed a specific writing guide for EACAT and an ongoing glossary of terms.
arrow left
arrow right
EACAT - Fail Fast
EACAT - Fail Fast
The Design System for EACAT, designed for public workers, is more streamlined and aims to ensure the usability and scalability of their tools. As experienced users familiar with the platform and its regular use, they require fewer explanations and prioritize process efficiency.
EACAT - Fail Fast
EACAT - Fail Fast
The Design System for citizens is more focused on simplifying communication and facilitating interaction with the administration through an even cleaner and more spacious design. This takes into account that we have a much more diverse audience and their usage is more sporadic compared to that of public workers. With an intention of neutrality and a more chameleon-like style, it facilitates the integration of the image of different entities (municipalities, regional councils, etc.).
EACAT - Fail Fast
EACAT - Fail Fast
Regarding language, one of the primary goals was to bring the administration closer to the user by using clear language and providing contextual aids in situations where simplifying concepts was not possible. To achieve this, we focused on refining language and tone, establishing principles for communicative style. Consequently, we developed a specific writing guide for EACAT and an ongoing glossary of terms.
arrow left
arrow right
EACAT - Fail Fast
EACAT - Fail Fast
The Design System for EACAT, designed for public workers, is more streamlined and aims to ensure the usability and scalability of their tools. As experienced users familiar with the platform and its regular use, they require fewer explanations and prioritize process efficiency.
EACAT - Fail Fast
EACAT - Fail Fast
The Design System for citizens is more focused on simplifying communication and facilitating interaction with the administration through an even cleaner and more spacious design. This takes into account that we have a much more diverse audience and their usage is more sporadic compared to that of public workers. With an intention of neutrality and a more chameleon-like style, it facilitates the integration of the image of different entities (municipalities, regional councils, etc.).
EACAT - Fail Fast
EACAT - Fail Fast
Regarding language, one of the primary goals was to bring the administration closer to the user by using clear language and providing contextual aids in situations where simplifying concepts was not possible. To achieve this, we focused on refining language and tone, establishing principles for communicative style. Consequently, we developed a specific writing guide for EACAT and an ongoing glossary of terms.
arrow left
arrow right
EACAT - Fail Fast
EACAT - Fail Fast
The Design System for EACAT, designed for public workers, is more streamlined and aims to ensure the usability and scalability of their tools. As experienced users familiar with the platform and its regular use, they require fewer explanations and prioritize process efficiency.
EACAT - Fail Fast
EACAT - Fail Fast
The Design System for citizens is more focused on simplifying communication and facilitating interaction with the administration through an even cleaner and more spacious design. This takes into account that we have a much more diverse audience and their usage is more sporadic compared to that of public workers. With an intention of neutrality and a more chameleon-like style, it facilitates the integration of the image of different entities (municipalities, regional councils, etc.).
EACAT - Fail Fast
EACAT - Fail Fast
Regarding language, one of the primary goals was to bring the administration closer to the user by using clear language and providing contextual aids in situations where simplifying concepts was not possible. To achieve this, we focused on refining language and tone, establishing principles for communicative style. Consequently, we developed a specific writing guide for EACAT and an ongoing glossary of terms.
arrow left
arrow right
EACAT - Fail Fast
EACAT - Fail Fast
The Design System for EACAT, designed for public workers, is more streamlined and aims to ensure the usability and scalability of their tools. As experienced users familiar with the platform and its regular use, they require fewer explanations and prioritize process efficiency.
EACAT - Fail Fast
EACAT - Fail Fast
The Design System for citizens is more focused on simplifying communication and facilitating interaction with the administration through an even cleaner and more spacious design. This takes into account that we have a much more diverse audience and their usage is more sporadic compared to that of public workers. With an intention of neutrality and a more chameleon-like style, it facilitates the integration of the image of different entities (municipalities, regional councils, etc.).
EACAT - Fail Fast
EACAT - Fail Fast
Regarding language, one of the primary goals was to bring the administration closer to the user by using clear language and providing contextual aids in situations where simplifying concepts was not possible. To achieve this, we focused on refining language and tone, establishing principles for communicative style. Consequently, we developed a specific writing guide for EACAT and an ongoing glossary of terms.
arrow left
arrow right

KEY RESULT

The new EACAT is a collaborative project involving Business, Design, and Technology that places the user at the center of the process.