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My Role:
Simple Overview
The project aims to bridge the gap between government officials and the public by offering streamlined access to essential services. The app includes slot booking at nearby Mee Seva centers and providing users with information to complete certain tasks independently.
Reducing friction at every touchpoint
Identifying systemic friction in citizen-government interaction
Excessive Wait Times, Zero Process Transparency, No Digital Self-Service and Accessibility Gap
Approach is to reduce friction, give citizens control over their time through slot booking, real-time status, self-service document guidance and wireframing accordingly
Key decision: Prioritize appointment scheduling over service browsing. Data showed 78% of visits are for a single known service, not discovery.
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