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DIGITAL BUREAUCRACY

Bachelor Project, Research, UXUI Design

BEFORE

AFTER

CHALLENGE

Legal forms are filled with complicated jargons which intimidates readers.
"Barrier to entry" for vulnerable users:
seniors, non-native speakers, and individuals with cognitive impairments.
Official digital product is a "fake" app with no native features, leading to inconsistencies and disruptive web pop ups.
Entire experience results in high error rates, long processing times for government agencies, and extreme psychological stress for applicants.

SOLUTION

Native feature: User is able to access form and answer directly in app.
Accessibility: A WCAG AAA compliant mobile interface that transforms and guides step-by-step experience.
Reduce Cognitive Tax: The core solution is a
"one question per screen" architecture combined with a Plain Language Toggle.
Decision Support: Users to switch instantly between complex legal jargon and simplified, which leads to better understanding and decision-making.

IMPACT

Reduce "Cognitive Tax" of bureaucracy minimises user drop-off and submission errors.
The streamlined data entry improves efficiency for government case workers and empowers vulnerable citizens.
The project was validated through user testing and exhibited as a case study for accessible digital governance.

CONSTRAINT

While the feature assists users with Plain Language Toggle, the original legal text must still be shown to avoid legal misunderstandings.
In the best case scenario, the Plain Language texts must also be translated and authorised through official means.

USER TESTING

User Testing was conducted during the exhibition. Visitors were given a quick Yes/No Question Form with space for open feedback.

RESULT & LEARNING

The public's feedback for the project was overwhelmingly positive. Folks were happy to test and could feel more relaxed with breathable screens and assistive language toggle.

People are much more open to test products when they are communicated clearly that it directly benefits their legal well-being.

PROJECT RESEARCH

Data: Gather data about current situation of social support, as well as usage of the app.
Law & Policy: Visualise how one might qualify for social support in Germany.
Product: Evaluate user experience of current digital product, findings about violations lead to insights to build better product.
MVP: The final MVP is the flow of Hauptantrag form. Research leads to the form as the most critical point. I arrived at the 'one question per screen' architecture specifically to solve the 'barrier to entry' for vulnerable users.

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