Tesorería

Tesorería General de la Seguridad Social is the spanish national public insurance system. The brief of this project was about to design and build its ecosystem of websites and tools for every collective under their umbrella: autonomous workers, domestic workers and citizens.

The original plan was about to design, build and release 3 different websites in this order, starting from the most complex one. We soon suspected that there was something wrong with this segmentation. We worked for 3 months doing research: we went to public agencies to talk with users, we did tons of surveys and focus groups with domestic employees and employers, autonomous workers and entrepreneurs, and we found that our potential users do not identify themselves with any of the profiles that our stakeholders had in mind.

So we proposed a new approach for the project: we would be doing one single website, a platform where users would have all they need in their relationship with this public organization, with a personal space with all their data and information. It impacted on budget, time and, of course, users.

After defining and testing the information architecture, we described user journeys and flows simultaneously that we were conceptualizing the public part and the private area, till then non-existent. We started with the most complex process: Registration for domestic employees and employers.

We took the mobile end product design as a starting point (we saw that a totally relevant number of domestic employees don’t own a computer), and we swiftly design and build a prototype of the registration process to test if our concept was closer to the users’ mental model and the steps of the process were in the proper place and order.

We designed, test and iterate until we were convinced that the registration process was as easy and intuitive as possible. On the other hand, we designed the public part and the user’s personal area in a parallel stream.

Tesorería

Tesorería General de la Seguridad Social is the spanish national public insurance system. The brief of this project was about to design and build its ecosystem of websites and tools for every collective under their umbrella: autonomous workers, domestic workers and citizens.

The original plan was about to design, build and release 3 different websites in this order, starting from the most complex one. We soon suspected that there was something wrong with this segmentation. We worked for 3 months doing research: we went to public agencies to talk with users, we did tons of surveys and focus groups with domestic employees and employers, autonomous workers and entrepreneurs, and we found that our potential users do not identify themselves with any of the profiles that our stakeholders had in mind.

So we proposed a new approach for the project: we would be doing one single website, a platform where users would have all they need in their relationship with this public organization, with a personal space with all their data and information. It impacted on budget, time and, of course, users.

After defining and testing the information architecture, we described user journeys and flows simultaneously that we were conceptualizing the public part and the private area, till then non-existent. We started with the most complex process: Registration for domestic employees and employers.

We took the mobile end product design as a starting point (we saw that a totally relevant number of domestic employees don’t own a computer), and we swiftly design and build a prototype of the registration process to test if our concept was closer to the users’ mental model and the steps of the process were in the proper place and order.

We designed, test and iterate until we were convinced that the registration process was as easy and intuitive as possible. On the other hand, we designed the public part and the user’s personal area in a parallel stream.

If you have any queries at all, please feel free to drop me a line at manel@manelabella.com and I’ll gladly answer them.

If you have any queries at all, please feel free to drop me a line at manel@manelabella.com

and I’ll gladly answer them.