UX Research
UX Design
UI Design
PHP
Florianópolis City Hall initiated a strategic project with Wolven (in partnership with Softplan), aiming to transform the portal into an efficient hub for municipal services while strengthening relationships with citizens and other stakeholders. From user research to defining the information architecture, this successful project serves as an exemplar of how a user-centered approach can generate significant impacts on the community's perception of public services.
Lack of responsiveness, which had a detrimental impact on accessibility
Limitations in updating the site's underlying technology platform
Unorganized services, necessitating an effective approach to organization and categorization
Florianópolis, the capital city of the Brazilian state of Santa Catarina, is not only famed for its seamless integration of urban life and breathtaking natural landscapes—it also holds the distinction of being the Brazilian capital with the highest score on the Human Development Index (HDI), as calculated by the United Nations' UNDP. What sets it apart further is its evolution into a thriving innovation hub, lauded for its vibrant tech scene and unwavering entrepreneurial ethos. In the 2023 Entrepreneurial Cities Index (ICE) by Endeavor, the city secured the position as the second-best environment for entrepreneurship in the country.
Our goal was to transform the portal into a better hub for municipal services. The website's lack of responsiveness affected accessibility and updating its technology faced limitations. Alongside technical challenges, there was a notable need for improved organization due to high demand for unstructured services.
We conducted comprehensive data collection, compiling a broad inventory of municipal services. This included analyzing access metrics, performing a quantitative survey through forms, and conducting an on-site qualitative survey. We identified 1,117 services provided by the city hall, categorized only by Secretariats, with a mere 6.7% accessible online. Our findings also highlighted redundant categories and outdated services that were no longer useful.
Using this information, we crafted a new information architecture to efficiently organize these services. This involved creating new categories and tags to enhance the site's search engine functionality. The comprehensive research phase, often underestimated in similar initiatives, was crucial to understanding the visual and structural challenges, as well as the needs and concerns of the personas involved.
Despite technological restrictions, we significantly improved the website's interface and visual design, enhancing its responsiveness and modernity. The visual redesign was a crucial stage, entailing significant improvements to the aesthetics and service presentation. This successful project stands as an example of how a user-centered approach can significantly influence the community's perception of public services.
