MyGate Resident App V 3.0

Research

The research activity was planned with the following high level objectives:

• Validate initial hypothesis around previously observed user behaviour and anecdotes
• Identify and define the primary and secondary goals of the users
• Deep dive into the discoverability issues observed from previous user studies, App metrics and NPS surveys
• Discover alternative channels used to accomplish these goals by the user
• Discover scenarios and everyday stories of Mygate usage, to uncover latent needs around household and society activities
• Sense of community and need for social connect

An initial survey was sent to 1 Lakh users selected randomly across the country and 350 of them volunteered to participate in further research activities. This set of users were split into 4 major segments

18 interview were conducted with users distributed among segments 1 to 3. These users were selected to ensure a fair distribution among different age groups, living situations and time with MyGate.

Additionally, the analysis of NPS survey results from each quarter, highlighted few recurring themes and pain points. App Usage data from 'Clevertap' and metabase further helped in understanding user behaviour and patterns.

Outcome

Irrespective of age, living situation and phone usage habits, the users fell into 3 major categories based on their attitude and motivation. This categorisation helped us in understanding user's expectations around how the app is supposed to help them around the society and household activities.

The major themes in user needs that were identified during the user research were as follows

UX Issues

Throughout the research related interactions with users, there were few recurring concerns regarding the current app's Information architecture and the interface.

Synthesis & Solutioning

Before getting on to defining the new informations architecture, few considerations and guiding directions were set based on the insights generated from the research activities

By mapping out the MyGate ecosystem, features were bucketed into 4 major categories based on the physical environment. As a user belongs to a home, home to a community and community to a locality. So all the existing and planned features were placed into these 4 categories. A card sorting experiment and tree testing was done with few users who were onboarded during the user interviews for further engagement. The users faced difficulties in the segregation between home and society. There were overlapping features such as payments and Helpdesk. So features belonging to home and engagement was rearranged into:

• Manage - What users control or manages through MyGate (Utility)
• Connect - Interaction with the rest of the society (Communication)

Wireframes

Final Screens