Re-imagining digital documents for a billion Indians

Digital identity in your pocket

DigiLocker is a secure cloud-based platform for fetching original documents & certificates issued by the various departments of Central and State governments as well as private organisations in India with over 35 Million users. Besides being a boon for citizens by having their documents on fingertips, Digilocker aims to reduce the administrative overload for bureaucrats and foster paperless governance.

Challenges

We began the Design Sprint with a discussion on the challenges pertaining to the product with the Digilocker team. A product serving 35 million users and still in its nascent stages was bound to have a lot of inputs on the challenges and product goals. Some of the interesting bits that came were:

This helped us identify key opportunities for us to work on during the sprint

Then we set out to define a product goal to align the team on common objectives. The team decided on their 2-year goal as:

“In two years time, we will become the single source of truth for issuance and transaction of all documents.”

It was now time to dig deeper. We then mapped the challenge starting with the first touchpoint of discovering the app to signing up and linking a document to the user’s account.

Solution

Working on solving a problem to make lives simpler for millions of Indians got everyone excited and ideas flowed in the form of sketches and post-its.
We built on each other’s ideas and created a storyboard of the new product workflows that should look like for a user. It was an intense exercise to align the team to one workflow that everyone believes in and would like to be tested.

Prototype, test and iterate

In a day we managed to bend time and space and churn out a digital prototype. The air was abuzz with enthusiasm to showcase the prototype to users and get feedback.

We then recruited 5 users across different demographics - from young students to working professionals, from entrepreneurs to home-makers. Since we wanted to test not just the usability of the prototype, but also the explainability, we recruited users who had previously not heard of DigiLocker.

The overall feedback on the new user experience was extremely positive. All of our users liked the concept and rated the experience a 9/10 on average. One of the test users even mentioned that if something like DigiLocker exists then, “It’s too good to be true”.

We then recruited 5 users across different demographics - from young students to working professionals, from entrepreneurs to home-makers. Since we wanted to test not just the usability of the prototype, but also the explainability, we recruited users who had previously not heard of DigiLocker.

The overall feedback on the new user experience was extremely positive. All of our users liked the concept and rated the experience a 9/10 on average. One of the test users even mentioned that if something like DigiLocker exists then, “It’s too good to be true”.

“I think the new sign up flow is extremely intuitive and easy to use”

- 90% of the testers completed the sign up process without any difficulties.

“I find the ‘Where to use DigiLocker’ cards very useful. I have a much better clarity on where I can use DigiLocker”

- All users who we tested with mentioned they understood the purpose of the app.

“I think searching for documents across different government departments is simple. I would love to use DigiLocker to fetch all my documents now!”

- 80% of our users were able to search and fetch multiple documents.

If you heard that a government body was able to improve and test their digital product over a week, many might find that unbelievable. But working with DigiLocker team wasn’t any different than a startup with lots of energy and enthusiasm to make the product better. We are proud to partner with DigiLocker on this project and contribute our bit to a digital and paperless India.

Let's Talk

Thank you for reaching out! We will revert to you shortly!
Oops! Something went wrong while submitting the form.