Thinking Citizen Service Redesign

Overview

I participated in the Government Service Design Competition as part of a team, working on a redesign project for Thinking Citizen, a public policy engagement platform.

Operated by the government, Thinking Citizen allows citizens to share their opinions on various policies, while government departments post surveys and informational content to collect public feedback.

Research

1. User Survey

First, we decided to survey users who are highly interested in policy and had used a policy platform. We found some civic organization communities and posted the survey using Google Form.

We surveyed people who have used a policy platform at least once and received 85 responses.

2. User Interview

We interviewed five users who are actually using ‘ Thinking Citizen’. They responded that they did not feel that citizens' opinions were being realized as policies, and that the app was difficult to use due to its complex usability.

Pain Points

Paint points we learned from user interviews

1. Users doesn't believe their ideas will be realized, so they're not motivated to propose policies
2. Writing for policy proposals is difficult and overwhelming

3. Difficult to use due to its complex usability.

Goal

A policy proposal platform that turns citizen's ideas into reality

1. Motivate users to voice their ideas by clearly showing the realized ideas and progress of the ideas.
2. Reduce the pressure to write, giving a space to freely express thoughts and make suggestions.

Define Feature