Bridging the experience gap
The quick response to the emerging COVID 19 situation saw the genesis of this response app by the GOI. By the end of April, the design team decided to dig deeper into the user behaviour across the instructions shared, difﬁculty levels and interpretation of information shared.
Not to mention that this study was supposed to be remote given the situation and diversity.
The study highlighted the importance of communicating with the written and visual language that aligns to the masses’ mental models. A few missing areas were identiﬁed including one pertaining to poor connectivity hampering the experience. The study became the basis for critical changes before the next release.
(a public private partnership)
Urban and rural locations across the four zones of India
Research Tools & Methods:
Remote In-Depth Interviews
English and Hindi