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P-013Digital Public Services, Accessibility & UXPublished

Citizen-First UI/UX Redesign of Apuni Sarkar e-Services

Redesign Uttarakhand's Apuni Sarkar e-services portal (https://eservices.uk.gov.in/) to address mobile usability and navigation challenges so everyday citizens, including people with limited digital literacy, can independently find and use government services. This ITDA challenge requires a detailed user-study report and comprehensive UI/UX research, not just a visual makeover. Validate the redesigned experience with citizens. As an optional enhancement, a conversational AI agent should let citizens access every citizen-facing function offered by the portal through voice or text and complete tasks end to end, not merely answer questions or navigate to pages. The conversational experience must complement, not replace, an intuitive accessible interface.

Theme

Making Uttarakhand's Digital Public Services Simple and Mobile-Friendly

Problem Owner
Information Technology Development Agency (I.T.D.A), Uttarakhand

UKIS can help facilitate an introduction and conversation with this problem owner.

… accepted solutions

Participate solo or in one team of 2, 3, or 4 people. Each person may participate only once and cannot enter both individually and as part of a team, or join more than one team.

Proposed Capabilities

  • Conduct consent-based interviews and task observations with a diverse mix of rural and urban citizens, older adults, people with disabilities and first-time digital-service users; document participant profiles, methodology and anonymised evidence
  • Audit existing mobile and desktop journeys, information architecture, content and accessibility; benchmark comparable public-service portals and prioritise issues by user impact
  • Use research-backed personas, journey maps and usability findings to simplify service discovery and organise navigation around citizen needs rather than requiring knowledge of departments
  • Design responsive, mobile-first journeys for registration, service applications, document uploads, application-status tracking and certificate downloads, including clear validation and error recovery
  • Provide plain-language Hindi and English content, clear document requirements and progress indicators, with layouts suitable for small screens and low-bandwidth connections
  • Design and test against WCAG 2.2 AA accessibility criteria, including keyboard navigation, screen-reader labels, readable contrast and touch-friendly controls
  • Run task-based usability tests on the existing experience and redesigned prototype; compare task completion, time on task, errors and user satisfaction, and iterate based on findings
  • Optional conversational AI: inventory every existing citizen-facing portal function and provide equivalent Hindi/English voice-and-text workflows, including service discovery, eligibility and document guidance, registration and account management, application completion and submission, document uploads, payments where offered, status tracking, certificate downloads and verification, and grievances or support
  • For the conversational AI enhancement, collect and validate information through dialogue, retain task context, let citizens review and correct details, execute authorised operations and return verifiable status, acknowledgements or downloadable results rather than only redirecting to pages; use secure embedded controls for uploads, authentication and payments where needed
  • For the conversational AI enhancement, enforce authentication and user permissions, protect personal data, keep passwords and OTPs out of chat, require explicit confirmation before submissions, payments or other consequential actions, and provide clear failure recovery and a usable non-AI fallback; use approved integrations or clearly labelled sandbox demonstrations without claiming simulated actions succeeded on the live portal

Potential Applications

  • Find the right service and understand the requirements for income, domicile or caste certificates
  • Register and complete an application from a mobile phone with minimal assistance
  • Check application status, download or verify certificates, and find grievance or support channels
  • Optionally request a certificate in everyday language, provide application details conversationally, upload supporting documents, review and confirm submission, complete any applicable payment securely, and receive an acknowledgement through the same conversational workflow
  • Optionally manage an account, track an application, download or verify a certificate, or submit and follow up on a grievance through conversation, with equivalent access to every other citizen-facing portal function

Expected Outcomes

  • Required detailed user-study report covering research questions, recruitment and participant profiles, methods, anonymised findings, pain points, personas, journey maps and study limitations
  • Required comprehensive UI/UX research report covering the current-site audit, comparative benchmarking, accessibility assessment, revised information architecture and evidence-linked design decisions
  • An interactive mobile-first prototype with desktop adaptations, key end-to-end citizen journeys and a reusable, accessible UI component system
  • If the AI enhancement is included, a conversational prototype with a function-by-function parity matrix covering every existing citizen-facing portal capability, end-to-end task demonstrations and usability evidence; document authentication and confirmation steps, integration dependencies and any mocked or unsupported operations explicitly
  • A usability-validation report comparing baseline and redesigned task performance, documenting design iterations and remaining issues without unsupported improvement claims
  • A prioritised implementation handoff for ITDA, including design specifications, accessibility recommendations, technical dependencies and a phased rollout plan
  • Easier independent access to government services, fewer navigation and form errors, and reduced reliance on intermediaries, supported by citizen-testing evidence

Accepted Solutions

Only solutions that have been reviewed and accepted are listed here.

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