SmartGov is an integrated smart government application that streamlines and modernizes Disdukcapil services in Indonesia, offering a one-stop solution for all civil documentation needs. Key features include:
NFC-based verification: Users can leverage NFC technology to enable quick, tap-based identity verification, eliminating the need for physical documents.
KYC integration: With KYC processes integrated into the app, user verification is secure and adheres to international standards, making it reliable for official use.
One-stop Disdukcapil services: Citizens can request various civil documents such as ID cards, birth certificates, and marriage certificates directly through the app.
Real-time status updates: Users receive real-time updates on the status of their document applications, providing transparency and reducing uncertainty.
Appointment scheduling: For services requiring in-person visits, the app offers an appointment scheduling feature to reduce wait times and enhance service efficiency.
Secure document storage: The app provides a secure digital repository where users can store and access important civil documents anytime.
The development of SmartGov was guided by Heuristic Evaluation, a user-centered evaluation method that helped to identify usability issues early in the design process.
We began by analyzing the current challenges faced by users when accessing Disdukcapil services. Our team conducted in-depth evaluations with five testers, including potential end users and government personnel, to ensure the system would work for a variety of stakeholders.
Evaluation: Heuristic evaluations were performed to assess key usability principles, such as error prevention, visibility of system status, and user control. This helped pinpoint areas where users faced frustration, such as complex navigation and unclear document status.
Iterative Design: Based on the insights gained from the evaluation, we implemented a series of design improvements. These included streamlining the application process, improving the visibility of real-time updates, and simplifying the user interface to make it more intuitive.
Prototyping and Testing: We built low-fidelity and high-fidelity prototypes and conducted usability testing to ensure that the app met users' needs. Continuous feedback loops allowed us to refine the system at each stage.
The launch of SmartGov has greatly improved the accessibility and efficiency of Disdukcapil services. A usability test conducted with five users indicated significant improvements in their experience:
85% user satisfaction rate: Feedback from the usability test highlighted the simplicity and convenience of NFC-based verification and real-time updates, with users reporting a high level of satisfaction.
40% reduction in errors: Thanks to clearer system status updates and improved user guidance, the number of errors in document submissions has decreased significantly.
This positive impact illustrates the potential of SmartGov to transform how citizens interact with government services, making the process smoother, faster, and more transparent.
