Conduct comprehensive UX research and citizen experience audit to evaluate how effectively users can discover, access, and complete government services through a single-window digital platform. Analyse user behaviour, service journeys, navigation patterns, accessibility, and content effectiveness to identify barriers that impact service adoption and task completion. Provide research-driven insights and recommendations to improve usability, inclusivity, and overall citizen experience while aligning with Government of India digital standards.

• Understand the needs, behaviours, and challenges of key citizen groups.
• Evaluate service discovery, navigation, and information architecture.
• Analyse user journeys across service application, grievance, and tracking workflows.
• Assess usability, content clarity, and user engagement.
• Evaluate accessibility and inclusivity for diverse user groups.
• Assess compliance with GIGW, DBIM, WCAG 2.2 AA, and UX4G Design Handbook.
• Provide evidence-based recommendations to improve service delivery and citizen satisfaction.

• Identification of usability, navigation, and accessibility gaps.
• Improved service discoverability and task completion journeys.
• Reduced user effort in accessing government services.
• Enhanced inclusivity for citizens with varying digital literacy levels.
• Research-backed recommendations for improving the overall citizen experience.
• Alignment with Government of India digital experience and accessibility standards.

Please follow the Submission SOP Document

Publisher Name: Aditya Satwal