Bedrekommune

User Experience Design

Bedrekommune is a tool for measuring perceived quality through user, population and employee surveys

Industries

Public sector

Region

Norway

Technologies

Webapp, Platform modernization

Expertise

Survey management

Milestones & Accolades

2021

Present

Client

Bedrekommune is a tool for measuring service quality, and user and employee satisfaction. With Bedrekommune you can choose from 30 surveys with accompanying professional guidelines prepared by KF. The web portal contains surveys on many of the services the municipality is obliged to offer its inhabitants, such as daycare centers, health stations, home services and etc. Municipalities can choose whether the respondents should answer online or via paper forms. With Bedrekommune you get the opportunity to compare the survey results with other municipalities to make better decisions.

Challenge

The current application behind Bedrekommune functionally lacked many of the newer features of an application built on the latest UX standards. The entire workflow from creating and publishing workflows, to administrational modules was up for a modernization upgrade.

The team at Bedrekommune wants a product that is efficient and functional, while being easy and intuitive to use, with a focus on increasing customer satisfaction.

Our Approach

Research

To improve the user experience and intend to increase response rates, we developed a method of learning how the users interact with the current platform and identified the pain points and struggles they faced. In terms of user interfaces, we did a heuristic evaluation to measure the usability of user interfaces.

Design

Based on our findings the team went ahead with building wireframes to provide solutions to the pain points brought forward by the users. Once we came up with solid solutions and after discussing them with the stakeholders we did the visual design for the updated user flows. Designs were done with the latest UX standards and we used web UI patterns, while not removing their familiarity with the existing product based on our design system and the brand guidelines.

Test

For each major solution and the visual design that we came up with, we did usability testing to measure the ease of use and tried to identify the pain points in the proposed solutions. By understanding the areas that we need to improve and based on participants' feedback we were able to come up with better improvements to our solutions.

Tools & Technologies

The impact

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90%

of customers gave 5 star rating on visual upgrade

90%

of customers gave 5 star rating on visual upgrade

90%

of customers gave 5 star rating on visual upgrade

90%

of customers gave 5 star rating on visual upgrade

I really enjoy working with Amplifyn. The UX-designers are professional, listen to our needs and have excellent skills. I would recommend them to anyone looking for a wow-factor in their service design.

Klara Vatten

Product Manager

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