The Project Queixa Cidadã ("Citizen Complaint") developed by Solutis Tecnologias for the Court of Justice of the State of Bahia has as its motto the expansion of access to justice. It consists of an app for the realization of complaints about the service and unauthorized charges involving the supply of energy, water and telephone.
Through a fast and guided process, the citizen obtains the distribution of the judicial process and the automatic marking of a preliminary hearing.
Context
The Court of Justice of the State of Bahia (TJBA) is the highest body of the Judicial Branch of the Bahia state of Brazil, located in the city of Salvador and jurisdiction throughout the state territory.
Currently, the TJBA has been struggling to deal with the high volume of small claims cases in the state, which reinforces the public image of justice as something time-consuming, bureaucratic and complex.
Faced with the situation presented, Solutis, partner of TJBA in several internal technology projects, decided to examine the issue in depth to propose a solution focused on a digital and relationship transformation in the Court.
The following project presented was limited to the scope of the problem concerning water service provided to citizens.
Scope of work​​​​​​​
UX Design
A flow was created that reflects in an optimized way the face-to-face service that was tested and observed in the research.
UI Design
The app was designed by our team from scratch - started with the solution, ended up polishing pixels.
Interaction Design
We studied the feelings through the journey and created motion and states  to make the process lighter considering the many mandatory steps.
Project goals
Challenges
The level of understanding about rights and services is very different in society and varies according to historical, economic and educational processes.
Achieving a product language that is broad and accessible is a challenge to overcome social and technological barriers in a state with high rates of functional or absolute illiteracy.
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Research
When creating the Queixa Cidadã, we needed to learn more about the users, their needs and pains. We interviewed people in SAC's (centers located in several locations in cities of Bahia focused on the provision of public services) and brought feedback from the TJBA's legal staff and servers.
User Flow
Paper prototype usability test
We iterated our wireframe design by conducting usability testing with the low-fidelity prototype. Our participants provided feedback on the virtual assistant language, error-prevention methods and discoverability of the UI.
Wireframes
100+ wireframe screens
Branding
The "Queixa Cidadã" branding system is calm but vibrant, bringing energy and confidence to help people.
The brighter tones of remarkable colors soften the image that often remains in the common sense of a complicated and slow justice.
Associated with elements of empathy and the tone of voice warm and clear of the assistant Judi, the brand brings positivity and confidence to times when people need after facing problems with essential services.
The clean, smooth and data-centered interface of the app Queixa Cidadã
As I was designing the UI wireframes and components, I realized that the most important function of the app lies on forms and upload of photos. I tested out different types of fields, micro interactions and information distribution.
The Design System was developed, tested and evolved according to the evolution of the app. The visual library was made available to developers through Adobe XD and animations made in After Effects and exported through the Lottie library, generating smooth and light animations to bring engagement to the experience.
The web implementation in React.js followed the same visual guidelines of mobile app.
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