Problem Statement

Jago Grahak Jago is a consumer awareness programme from Ministry of Consumer Affairs, Government of India. Under this programme, the government aims to create awareness about consumer rights and provides a platform to register consumer complaints.

The mobile app for Jago Grahak Jago is not efficient to solve consumer queries and complaints or serve other purposes. Since mobile is one of the most efficient and approachable medium now-a-days, I have redesigned the mobile app.

User Research

I analyzed various aspects that might play a role in creating the user experience. I have also considered the point of view of potential users. Since the existing app is very basic, I have focused my research on what users expect from this product.
The research was conducted through an online survey and personal interviews with friends and family members.

Research Data Visualisation

Important research findings
1. Lack of Awareness : People know about the campaign but are unaware of the facilities under it.
2. Lack of important features : Users want to register complaint and expect basic guidance if they have been cheated. Only ads do not suffice the purpose.
3. Language barrier : Language is a barrier for many people outside the metropolitian cities.
4. Accessible Option : Online complaint registeration is a more accessible option in today's busy world.

My Suggestions

UX
1. Sign-in only for complaint registration and progress journey. (Early sign-in demanding personal information is not encouraging for all)
2. Sign-in Linkup with Adhaar Card for easy process.
3. Easy language change option
4. Reminder and notification about complaint progress
UI
1. Use of more photos, helps to build trust
2. Use of 1st person language
3. Use of breadcrumps (since it will be an information heavy app) and simple UI.

Understanding Journey after adding features : Trying to walk in their shoes

Card Sorting and Task Flow

Information Architecture

Logo Design and UI details

UI Screen Designs