One application for the whole city
Design a unified digital platform that consolidates city services across 28+ city districts.
Client
Brno
Timeline
March - August 2025
Services
UX/ UI Design
Challenge
Citizens across the city were struggling with fragmented services scattered across different city districts. Each of the 28+ city parts had their own forms for essential services, creating confusion and inefficiency. The city needed a unified platform that would: Consolidate multiple district-specific forms into one cohesive system Provide a clear, navigable information architecture for diverse city services Create intuitive user flows that prevent users from getting lost in complex processes Integrate with existing payment systems and city databases Ensure compliance with legal requirements across all districts
Exploration Study - Comprehending the Human Component
The project began with a strategic positioning workshop to:
Define expectations for the first phase rollout
Identify the most critical services for initial implementation
Establish project scope and priorities
Service Catalog Analysis
We conducted a comprehensive analysis of existing forms across all city districts, focusing on:
Dog services: Registration, payments, and information updates
City flat registration: Application processes for municipal housing
Key findings:
Significant variation in form requirements across districts
Overlapping information requests that could be streamlined
Legal requirements that necessitated certain data collection
Opportunities to eliminate redundant steps
Building solutions
Methods
User Testing
Tested with 5 citizens who regularly use city services:
Users successfully completed previously abandoned processes
"This actually makes sense. I can see what I need to do and why."
Participants asked when they could start using the real app
Minor fixes needed for labels and interactive elements
Summary
Phase 1: Core Services
Primary focus:
Dog registration and payments
City flat registration
Phase 2: Additional Services
Expanded to include:
Demonstration notifications
Fishing permit requests
7 additional low-frequency but important services
Streamlined bureaucratic processes
Prototyping & Testing
Created high-fidelity interactive prototypes
Conducted usability testing with 5 users
Presented findings to city hall representatives
The Solution
Information Architecture
Created a structured hierarchy that organizes all city services into intuitive categories, ensuring users can easily find and access the services they need without getting lost in the system's complexity.
Wizard-Based Forms
I transformed complex applications into step-by-step wizards:
One topic per step
Progress indicators show completion status
Questions appear based on previous answers
Automatic progress saving
Clear explanations for the required information
Key Features
Unified dashboard shows all pending payments and service statuses
Payment integration connects to existing city systems
District-specific content maintains local identity
Mobile-first design works on any device
Expected Impact
For Citizens:
Clear navigation eliminates confusion
Step-by-step guidance prevents abandonment
One place for all city services and payments
For City Staff:
Reduced duplicate data entry across districts
Fewer incomplete applications
Automated payment reminders reduce late fees
For the City:
Scalable framework for adding new services
Improved citizen satisfaction
Streamlined operations across all districts
Outcome
User Feedback
Positive reception: Users asked when the app would be available for immediate use
High usability scores: Minimal navigation issues identified
Clear value proposition: Users understood and appreciated the consolidated approach
Stakeholder Response
City hall representatives provided enthusiastic feedback
Successful validation of the unified approach
Smooth handoff to the technical implementation team
Process Improvements
Reduced bureaucratic complexity for city hall staff
Eliminated duplicate data entry across districts
Created a scalable framework for future service addition