Overview
Registro Civil is a registry offices’ service which the citizen has access to request duplicate certificates by the Civil Registry Offices of Natural Persons in Brazil. This means that citizens can request birth, marriage and death certificates through this channel and choose to have them delivered to the chosen address or withdraw from the nearest registry office. For cases of digital certificates, the user will receive an email with instructions on how to download the certificate through their login on the website.
Role
User Experience, wireframing, prototyping
The problem
People are having problems filling the form to request a certificate, because it asks information like book, sheet and term that they don’t know how to fill, what is this and where to find. The form utilizes technical language. More than 60 users a year complain about this.
We identified the problem utilizing Hotjar, and the call center advised us about this.
Goals
We want to make the form easier to understand, so users don’t have to search the internet to figure out what needs to be filled in. Additionally, we aim to reduce the demand on the call center regarding this issue
Research and ideas
All of the certificates have these informations, but it is difficult to find in the middle of the registration number.
We have ideas like a tutorial explaining where is the information. But this cannot work because each state has its format of this information, like including letters from the alphabet.
The question was: how to identify each certificate from all states?
But we thought that all certifications have: a registration number. It is big but easiest to find.
Example of Birth certificate with a registration number.
Wireframe
Talking to the product manager and stakeholders they liked the idea. After this I started working on the wireframes for mobile first to start thinking about responsive design and the web version.
Prototyping
After collecting feedback from the design team, developers and product manager I started working on a prototype.
What I learned from this part of the project?
In this case, a lot of users have difficulty with technical language, only those who know laws can understand them easiest.
In public services, if needed, it’s better to request information from the user that can be easily found and without using different words or synonyms. After all, people of different ages and literacy levels need these services.