Citizens Advice
Citizens Advice is an organisation that delivers a range of critical services to the public through a network of 30,000 staff and volunteers. I led the redesign of their mobile and desktop app, Local Service Search. I was responsible for the overall research and design, including UI, UX, and user research.
Year
2020
Field
UI/UX
Tools
Figma
A key challenge was that the system had to be redesigned and rebuilt in just 2 months using just the Salesforce front end as a mobile and desktop app.
As a design team we ran multiple workshops with key stakeholders at Citizen's Advice using the noted pain points as catalysts for participatory design activities. We paired participants in groups, provided them with the ‘building blocks’ of wireframes, and let them ideate on improvements. The solution was a paradox: a more complex system, yet simpler for the user. By ‘pinning’ the location at the top of the page, the user could rotate through these different types of information.
