A case, not a form

First, the problem — mapped by actor

Before a single screen, six months of research mapped what breaks for each actor: the citizen who cannot trust a report, the supervisor who cannot prioritize what he cannot see, the institutions that receive complaints with no way to close them credibly. The map decided the product.

The model: a case with a life

A reporter opens a case on a citizen's behalf and routes it to the institution responsible — public works to MOPC, and so on. From there the case has a life the citizen can watch: its state moves, its priority is visible, and the thread keeps citizen and reporter talking while it moves. The closing step is the whole product: being told, by a person, that it was resolved — with proof.

Built to a dated plan

I designed the entire app, working with a mobile developer, two backend engineers and a data scientist against a plan with owners and dates: citizen app, admin app, ticket system, dashboard. Three words governed every screen: Reliable — short steps and useful information; Empathy; Consistent.

Plain language, then the launch

The change with the most effect was never visual: refusing to put administrative vocabulary in front of citizens. Institutions write the way they are organized; every internal code on a form tells someone this system is not for them. Rewriting that is slow and political — and it is the work. Then we took it to the institutions.

6

Months of research before the design settled

3

States a case lives through, visible to the citizen

1

Thread per case, alive until it closes with proof