Streamlining Public Services with Facilita Perú

Introduction

In Peruvian local governments, 60% of procedures are simple, single-step interactions, primarily involving form filling and response. An additional 20% consist of more complex workflows, while the remaining 20% are high-demand single procedures.
This scenario highlighted a clear opportunity for digital transformation: a centralized, user-friendly solution to streamline these processes without requiring each local government to invest independently in digitization.
Inspired by research on the operational licensing process in the Municipality of La Victoria, Facilita Perú was developed to simplify and unify these administrative tasks, making digital solutions accessible to all.


Challenge
How can we design a solution that enables local governments across Peru to digitize their administrative procedures efficiently and affordably?
The challenge was to create a platform that simplifies and standardizes digital processes, allowing any government entity to implement online forms and workflows without technical complexity or high investment costs.

Project Scope

Objective: A digital platform to streamline and standardize local government procedures across Peru, eliminating the need for custom digital solutions by each municipality.
Key deliverables: 
  • User-friendly CMS for form creation without coding skills.
  • Task flows for form creation and response management.
  • MVP with future integrations for payments, authentication, and web services.
Duration: 2 months
Tools: Axure RP, Miro
My role: UX Designer, UX Researcher

View full prototype


Design process timeline

An overview of the step-by-step design process, from initial research to MVP Launch.
Week 1-2: Research & Definition
Conduct stakeholder interviews and analyze current government digital processes.
Define key user needs and prioritize MVP features, focusing on a no-code form builder.

Week 3-4: Wireframes & Initial Prototype
Create low-fidelity wireframes for primary flows (form creation, response review).
Develop an interactive low-fidelity prototype and gather initial feedback.
Week 5-6: High-Fidelity Prototype & User Testing
Build a high-fidelity prototype with enhanced features, such as form templates and response tracking.
Conduct usability tests to refine navigation, visual design, and user flows.
Week 7-8: Final Refinements & MVP Launch
Implement final adjustments based on testing insights.
Prepare for MVP launch, deploying to initial government users and collecting feedback.

Research

Objective
To understand the procedures already digitized by government entities, analyze their internal workflows, and identify their expectations for a new digital service.

Methodology
  • Interviews: We conducted interviews with IT specialists and administrative staff from three types of public entities—ministries, regional governments, and local governments—representing large, medium, and small-scale institutions.
  • User personas: We identified key user personas to represent the primary profiles interacting with Facilita Perú. This helped us understand the varying needs and challenges across different government scales.
Key findings
Accelerated demand for digitization due to the pandemic.
Complex and unintuitive digital resources currently in use.
Overburdened IT departments focused on support rather than development.
Decreased tax revenue necessitating digital payment options.
A strong interest in participating in the digital transformation process, but with significant challenges in implementation.