GOB.SV
UX/UI Design
GOB.SV - Centralizing Public Services for El Salvador
Role: UX/UI Design · Research · Prototype
Duration: 5 months (Thesis Project at Hochschule Darmstadt)
Tools: Figma, FigJam, Illustrator, Procreate
TL;DR
Designing an intuitive digital platform to simplify government services in El Salvador.
I led the full UX process, from research to high-fidelity prototype, resulting in a solution that reduces service complexity and builds trust in digital governance.
1. PROBLEM
In El Salvador, citizens face fragmented and confusing public service systems, each ministry uses its own website, forms, and procedures. This causes long queues, poor accessibility, and frustration.
GOAL: Create a unified, user-friendly app that allows citizens to complete multiple administrative tasks in one place.
2. RESEARCH & INSIGHTS
Conducted interviews with 12 citizens aged 20 - 75 to understand their experiences with government portals.
Mapped user journeys for common tasks (e.g., renewing ID, paying taxes).
Identified three main pain points:
Lack of transparency in processes.
Low trust in digital systems.
Overload of technical language and poor accessibility.
KEY INSIGHT: People wanted clarity and reassurance, a simple app that feels human, not bureaucratic.
3. IDEATION & CONCEPT
I sketched user flows to consolidate several services into one intuitive dashboard.
Then, I designed an architecture with three main pillars:
Quick Access: shortcuts to common tasks (renew documents, pay fees).
Transparency: status tracking of ongoing applications.
Guidance: step-by-step help for users unfamiliar with digital services.
4. WIREFRAMES & PROTOTYPING
Created low-fidelity wireframes in FigJam.
Designed UI in Figma, following accessibility standards (color contrast, icons, large text).
Built a high-fidelity prototype showing the complete flow (login → service selection → payment → confirmation).
USER INSIGHT
Accessing public services in El Salvador is often time-consuming, confusing, and inefficient.
Users face long wait times, unclear procedures, and disconnected systems that make everyday tasks harder than they should be.
There was a clear need for a digital solution that could centralize services, improve clarity, and make interactions with the state more accessible, efficient, and user-friendly.
CONCEPT
A centralized app that brings together digital procedures, payments, reminders, government support, official announcements, and a cultural section.
The visual design is inspired by the artwork of Fernando Llort, adding emotional connection and national identity to the user experience.
DESIGN
The design focused on turning complexity into clarity. To address fragmented processes and long, confusing experiences, I created a modular UI system that simplifies navigation and improves legibility across screens.
The app's structure was built to be intuitive from the first tap, prioritizing the most-used services, clear visual hierarchy, accessible typography, and consistent interaction patterns.
Each screen was designed to reduce cognitive load and support all levels of digital literacy. Visual cues, smart categories, and a friendly tone were used to make the system feel approachable and human.
