CIHY App
Simplifying German Bureaucracy for You
UX/UI Case Study
STUDENT PROJECT UX Design for CF
TOOLS: Photoshop, Figma, Balsamiq
TIMELINE: September 2023 - January 2024
What is CIHY?
CIHY is designed to empower users by providing them with the tools and resources needed to navigate the German bureaucratic system more effectively. Whether it's finding official forms, accessing tutorials, or consulting with experts, CIHY is a comprehensive solution to alleviate the complexities associated with bureaucracy in Germany.
How would it be to have a platform that digitizes, integrates and offers support with German bureaucracy?
DISCOVER
Understanding the Problem, Competitive Analysis, Resarch, Analyze Results
PROBLEM STATEMENT
Many individuals, seeking to resolve their German bureaucracy independently issues online, face challenges due to the potential expense, lack of digitalization, and time-consuming nature of seeking professional assistance.
This problem becomes evident when users struggle to swiftly and satisfactorily obtain answers to their complex, unidentified problems with German documents.
The absence of accessible, efficient, and cost-effective tools impedes the seamless resolution of bureaucratic issues for those seeking independent online assistance.​
COMPETITIVE ANALYSIS
Few apps address bureaucratic tasks, but not many. We analyzed two popular German ones, Taxfix, and the official Bundesagentur für Arbeit app, to understand their user experience and services.
User-friendly tax-fix App enables easy information
upload through document photography and offer a seamless tax declaration process with an interview-style questionnaire. the app has limitations, notably the lack of support for more complex taxes associated with
self-employment or rental property income
The BA App all-in-one streamlines tasks such as
document uploads, appointment scheduling, and application submissions. However, it falls short in user-friendliness, being exclusively in German and lacking app onboarding. Furthermore, the absence of customer
support or chat assistance hinders user experience.
USER INTERVIEWS & SUMMARY
I conducted a survey, utilizing 12 questions, with 14 participants from different backgrounds, nationalities, and ages. Through in-depth interviews with 4 participants and sessions lasting 20 minutes, mostly consisting of open-ended questions, I also obtained valuable information. The following key insights were uncovered.
Most people encounter 3-5 bureaucratic
problems per year. They might be interested
in an app that allows them to download forms and papers for completion, which can then be sent directly to the relevant office. The app could offer support in multiple languages, live chat with expert advisors, as well as videos and tutorials. It appears that it takes around 3 hours to find a solution, and based on feedback, many participants found German bureaucracy to be complicated due to the numerous documents
required and the challenges in obtaining
accurate information.
Universally perceived as complex and
time-consuming, language barriers compound the struggle, especially for newcomers. The absence of digitized resources and multilingual support further fuels confusion. Interviewees often sought help from friends or paid experts for tasks like tax filing. Interestingly, they envision an app providing expert chat support for clearer, real-time guidance, improving on the current ambiguity. Interviewees are willing to pay for an app that serves as a reliable guide through the bureaucratic maze, as long as it offers practical solutions at a reasonable cost. This presents an opportunity to address challenges posed by German bureaucracy and enhance clarity,
accessibility, and expert assistance.
ANALYZE THE RESULTS: AFFINITY MAPPING
Using this method, data points were grouped based on their similarities. For instance, feedback related to user frustrations, needs, feature requests, or customer experiences could be categorized together.
I am seeking a solution where all the necessary information is consolidated in a single, user-friendly, accessible and cohesive app.
DEFINE
Scenarios, User Personas, Concept Development
USER PERSONAS
Based on the key insights gathered from surveys and interviews, I created three user personas, keeping in mind that these individuals are likely to be the users of the app
USER JOURNEY MAP
I developed a user journey map detailing Prasad's experience with the potential CIHY app, with the goal of pinpointing additional pain points and identifying areas for improvement. Prasad serves as a representative character who will test the app based on a recommendation, likely from someone in his network.
THE PRODUCT VISION
As a product, I wanted to position CIHY App as the first platform to help individuals solve their bureaucratic problems with 3 key focus areas:
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The possibility to find examples of how to complete documents, fill out forms, and other types of paperwork yourself.
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Expert advice and online support are available when individuals have trouble finding solutions through the App.
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An active tool that provides notifications to help manage the regular forms we need to submit consistently.
By applying the knowledge gained, we aim to create a robust and user-centered solution that effectively addresses the identified needs and challenges
DEVELOP
Wireframing & Prototyping, User Tests, Test Report
INFORMATION ARCHITECTURE
I created a sitemap for the mobile app. After testing the first version using a card sorting method with 10 participants, I redesigned it based on the results, as the version below illustrates.
USER FLOW
I have developed a user flow using our user persona, Prasad, as a basis for designing the initial screens of the app called CIHY. This user flow outlines the key steps in the action process that our persona must follow to successfully complete a task within the app.
LOW & MID FIDELITY WIREFRAMES
First, I created low-fidelity wireframes with basic information based on our user persona task. Then, I refined them further by adding some color and details to develop medium-fidelity wireframes used for subsequent user testing.
USABILITY TEST & FEEDBACK
The remote usability test consisted of an introduction, task execution using the CIHY mobile app prototype in Figma, and a Q&A session. Eight participants aged 25 to 55 were selected to represent various user personas, with diverse cultural and experiential backgrounds. This approach ensured a comprehensive assessment of the app's usability.
USABILITY TEST TASK DESCRIPTION
You are an expat who has lived in Berlin for two years and is currently on vacation. Your neighbor is caring for your house, watering your plants, and checking your mailbox. You receive a photo on your phone showing that you have a letter from your health insurance, but you're unsure of what to do. You know you need to attach a document, but since you're on vacation, you can't handle it yourself.
Your task is to visit the website for the first time. You’ve been informed that this website can help you. You will need to register, then find an English-speaking expert who specializes in health insurance issues. You are willing to pay for this service since you need assistance urgently. Please navigate the site to find the help you need quickly.
WHAT DID I THINK COULD HAPPEN?
Test Report
Through iterative testing and feedback, ensuring a visually appealing and intuitively functional solution resulting in a solid project delivery
DELIVER
Visual Design, UI Kit
COLOR PALETTE
The chosen color palette strategically combines vibrancy and subtlety to create a visually engaging yet balanced user interface. The vibrant yellow/mustard serves as the primary accent color, drawing attention to key elements and creating a sense of emphasis throughout the app. This bold choice ensures that critical features or calls-to-action stand out, enhancing usability and guiding user focus.
TYPOGRAPGY
​Helvetica and Manrope combine tradition, clarity, and modernity—key for a German bureaucratic app. Manrope brings a modern, innovative edge to titles, while Helvetica ensures timeless readability and trust. Together, they create a professional, user-friendly hierarchy.
