Achitpon_K | Portfolio

Damrongtham - Citizen Complaint Submission System is a digital platform designed to facilitate the submission of complaints and grievances by citizens to government agencies. With a user-centric UX/UI design, the system ensures ease of use, real-time tracking, and improved efficiency in complaint resolution. It enhances transparency, reduces response times, and streamlines the overall complaint management process for both citizens and government authorities.

Problem & Pain Points

This project aimed to improve an existing citizen complaint system that was outdated and inefficient. The previous version had a complex interface, making it difficult for users to submit and track complaints. Additionally, government agencies faced challenges in managing and responding to submissions in a timely manner. Our task was to redesign and deliver a new, user-friendly version with improved accessibility, streamlined workflows, and real-time tracking, ensuring a more efficient and transparent complaint management process for both citizens and government authorities.

Role and Responsibility

I was responsible for UX/UI design, starting with user research to understand behaviors and pain points through in-depth analysis. I created wireframes and prototypes to provide a clear system structure for the team.
My focus was on designing a modern, user-friendly interface aligned with government guidelines while ensuring usability through testing and iterative improvements. Additionally, I collaborated closely with the development team to ensure seamless implementation and designed the system to be fully responsive, making it accessible across all devices for citizens.

Informing decision-making: Research provides data and evidence to support design decisions. It helps designers make informed choices about layout, color schemes, typography, and other design elements, leading to more effective and user-friendly websites

Role and Responsibility

Deliverables

Website Design: Full UX/UI design for the citizen-facing complaint submission platform.
CMS Design: Wireframes and UI design for the government official’s complaint management system.
Application Wireframes: Designed mobile application wireframes for seamless citizen access.
Interactive Prototypes: Developed high-fidelity prototypes for usability testing and stakeholder approval.
Design System & UI Kit: Created a design system including typography, color schemes, components, and UI patterns for consistency.
User Flow & Information Architecture: Structured navigation and user journey mapping for intuitive interactions.
Usability Testing Report: Documented findings and recommendations based on real user feedback.
Design Handoff Documentation: Provided detailed design specs and assets for the development team.

Usability and Accessibility: Good design considers the needs and preferences of users, ensuring that the website is easy to navigate and understand. Intuitive navigation, clear hierarchy, and logical organization of content enhance usability and accessibility, allowing users to find what they are looking for quickly and easily

Deliverables

Website Design: Full UX/UI design for the citizen-facing complaint submission platform.
CMS Design: Wireframes and UI design for the government official’s complaint management system.
Application Wireframes: Designed mobile application wireframes for seamless citizen access.
Interactive Prototypes: Developed high-fidelity prototypes for usability testing and stakeholder approval.
Design System & UI Kit: Created a design system including typography, color schemes, components, and UI patterns for consistency.
User Flow & Information Architecture: Structured navigation and user journey mapping for intuitive interactions.
Usability Testing Report: Documented findings and recommendations based on real user feedback.
Design Handoff Documentation: Provided detailed design specs and assets for the development team.

Work Process

Research & Analysis

Conducted user research through interviews and surveys to understand pain points of both citizens and government officials. Analyzed the existing system’s inefficiencies and performed competitive analysis to define a more effective framework.

UX/UI Design