Design centrado em UX na construção da Usabilidade: estudo de caso do aplicativo Central 156

Abstract

In the city of Fortaleza, there are two channels for citizens to request public services: the three-digit telephone number 156 and the "Central 156" application. Although the application is considered an advancement, especially within the municipal scope, its adoption is not widespread among the residents of Fortaleza. Several factors, including User Experience (UX) and Usability, could contribute to this lack of adoption. Recognizing this, this work was carried out using a methodology adapted from the approaches of Design Council (2003) and Garrett (2011), namely Double Diamond and The 5 Elements of UX, respectively. The study consisted of four phases: Discovery, Definition, Development, and Delivery. In the initial phases, Discovery and Definition, the focus was to contextualize the problem, present the object of study, identify the main problems and how they are perceived by users, as well as establish the requirements for the proposed solution. In the subsequent stages, Development and Delivery, understanding the context and requirements was crucial to materialize the solution, resulting in the creation of a new layout for the application, as well as medium and high-fidelity wireframes and prototypes. The objective of this work is to describe how a Design project, using UX techniques, Usability, and adopting a simple visual language, can positively impact user interaction with the Central 156 application