Context — The Challenge of Municipal Services
Municipal procedures in La Plata were traditionally paper-based, time-consuming, and often confusing for citizens. The challenge was to digitize these processes while maintaining legal compliance and improving user experience.
The project aimed to transform how citizens interact with municipal services, reducing wait times, improving transparency, and creating a more efficient government-citizen relationship.
Working with a small team, my role was to ensure that the digital transformation prioritized user needs while meeting government requirements and technical constraints.
I just want to get my document without having to take a day off work.
— Citizen feedback
The Problem — Complex Bureaucratic Processes
Traditional municipal procedures involved multiple steps, unclear requirements, long wait times, and inconsistent information across different departments.
Research & Discovery
We conducted research with citizens, municipal employees, and department heads to understand the current pain points and opportunities for improvement.
Citizens Interviewed
15 participants
Departments Analyzed
8 municipal areas
Procedures Mapped
25+ processes
Key Findings
Insights that shaped the solution
Information Overload
Citizens struggled to understand what documents were needed and in what order.
Time Constraints
Most citizens had to take time off work to complete procedures during business hours.
Lack of Transparency
No visibility into procedure status or estimated completion times.
Solution Strategy
The solution focused on creating a step-by-step guided experience, real-time status tracking, and digital document submission to streamline the entire process.
Design Solution
Key features and user experience
Guided Procedure Flow
Step-by-step wizard that clearly explains requirements and validates documents in real-time.
Digital Document Upload
Secure file upload with format validation and automatic processing.
Real-time Status Tracking
Transparent progress updates with estimated completion times.
Mobile-responsive Design
Accessible on any device, allowing citizens to start procedures from anywhere.
Results & Impact
The digital procedures system significantly improved citizen experience and government efficiency:
Processing Time
60% reduction
Citizen Satisfaction
85% positive
Digital Adoption
70% of procedures
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Government UX requires balancing user needs with legal and technical constraints.
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Transparency and clear communication are crucial for citizen trust.
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Mobile-first design is essential for accessibility in government services.