FINDINGS

The first activity was an Herustic analysis, where easily could found :

• Nomenclature problems


• Dead ends in the navigation


• Poor content. Quality of it


• Bad hierarchy of content and sections


With the Citizen Interviews, we wanted to validate our stakeholder's affirmations and we found out:

• 90% of the interviewees didn’t even know that the city hall had a website 


• 16% of the interviewees informed themself from the Facebook page of the Municipalidad.


• 57% of the users’ respondents get the requirements of the paperwork they need to do at the city hall from friends or other citizens. word of mouth.


To continue, was very useful to identify the user, we identified 2 types of patterns:

1. User - City hall: The type of users with an interest in the municipality: for example the users that have to pay their taxes at the city hall.

2. City hall - User: The type of relationship where the municipality has a responsibility to the users. To inform initiatives, cultural activities, transparency and so.

Once we had the users identified were powerful to continue with the user journey activity, we identified:

• 50 opportunities to improve the website. Content-wise, or with features, that digitalize the experience of the users at the website.

For example Personalization features, reminders, interactive maps… etc.

Analytics analysis revealed:

• 17% of the users visit the homepage. Very low compared with the stakeholders' expectations.

• 63% of the users on mobile drop the visit. it means a gap of improvement here.

• Behavior patterns that match our hypothesis about users-city hall relation-interests.

Government evaluation: We had the chance to try and do the test ourselves and with the stakeholders. Our interesting finding about it:

• The stakeholders got worst evaluation results than the one given (by 10 points less), and it was very important for us, so they could realize the evaluation criteria and the pain points to improve.

• An interesting fact was, that the city hall of Heredia was the one with the better rank compared with the other city halls of the country.

Once we got all the previews activities was time to share all the gathered requirements (188 items into 8 categories) so then, the stakeholders and tech team could participate in our prioritization workshop. As result, the team decided to focus on: the short - middle, and long-term of emergencies.

Running a card sorting (with 15 users) we found out and validated some hypotheses from the heuristic analysis :

• The naming convention of some sections is confusing.

• From the dendrogram we visualize grouping patterns and how users preferred to find the information.