Peru’s first single-domain digital ecosystem: gob.pe

Brief summary

Information about the Peruvian government’s regulations and services was scattered through the internet, not necessarily updated and each public institution’s website was structured and looked different from one another. Therefore, citizens felt completely disoriented and about 40% of them had to rely on going in-person to institutions just to get the information they needed. We, at the Innovation Unit within the Prime Minister’s office, identified this opportunity and created a single-domain platform for the whole Peruvian government. The main focus was to translate the official information from every department into a standard, modern and consistent experience for end-users using "citizen language". This single domain was developed in-house using agile methodologies and perfected using Human-centered design and Lean UX. The single-domain became a public policy for all government institutions and is now the official touchpoint for every citizen seeking updated, accurate and user-friendly information. The platform receives around 5 million visits every month and has more than a thousand government procedures explained in an easy to understand Spanish and some indigenous languages. Most of its visits are organic and has a 91% positive feedback, making it stand among the most visited websites by Peruvians.

My role

Leader of the initial research phase and the digital content delivery team. Designed the first user interface and led interdepartmental teams to redesign and create cross-government citizen-centered digital services using agile methods.

Image: PCM

Challenge

How might we design an inclusive digital government ecosystem that delivers user-friendly information and digital services to citizens?

Image: PCM

Design Principles

Modern and always up-to-date
In order to provide accurate and trustworthy information that helps citizens see the government as a modern institution able to provide good quality digital services.

User-friendly interaction and content
So it is easy to navigate and understand for everyone, regardless of age, education or digital literacy.

Consistent but versatile
To make sure citizens have the same experience with the government but allowing institutions to have control over their specific content and audience.

Responsive and inclusive
So anyone can access it anywhere in the territory and from any device.

Convenient to use
To make sure information finds you when you need it the most and not the other way around. Not only gives information, but also orientation.

Compatible and Scalable
To connect existing web-services without restricting the ability to incorporate new features and digital services.

Image: PCM

Process

Ethnographic research, Ideation, Concept Testing, Benchmarking, Wireframes, & Prototyping, UX/UI design, User testing & Iteration, Content strategy, System Architecture, Agile Development, SEO Optimization, Digital Services development.