Tamwini
Digitalising the administrative workflow of an Iraqi citizen wishing to collect their food entitlement in an easy and reliable way.
Problem
How might we enable Iraqi citizens to update their information easily and accurately so that they receive the correct entitlement on time
Role
User research made by Tigerspike
Developped product wireframes & prototypes
Delivered final design of product
Currently working as UX and UI designer on V3
Introduction
Tigerspike agency was responsible for all user research conducted for this project. They traveled to Iraq to meet and interview Iraqi citizens, PDS staff as well as food agents. Their mission was to understand the Iraqi citizens’ need and pain points within the Public Distribution System (PDS) aiming to improve their day-to-day experience.
Discovery
A day in the life on an Iraqi citizen
Discovery
The WFP identified that the current PDS process is heavily paper-based. Meaning its management and usage can be very time consuming for both the Government and beneficiaries about streamlined cloud solutions.
Iraqi citizen key pain points
No visibility on the required documents
Iraqi citizens don’t know what the required documents are in order to submit their application at the PDS branch. They either ask their food agents agead of time or they go to the branch to get the list of required documents. After which, they then go back home to bring all the required documents in order to submit their update info application
Citizens don’t receive the right quantity on time
A big number of citizens were complaining about paying the full fee for commodities and not receiving the full quantity every month.
Paper based work-flow
No visibility on the time slot allocated for each case
Iraqi citizens are not aware of the time slot allocated to each update information case. They are informed at the branch, either by PDS staff or by the signage hanging on the wall
PDS staff key pain points
Overload of work
PDS staff work overtime, during public holidays and weekends because they have a high number of applications submitted everyday and a lot of application mistakes.
Inefficiency due to the paper based workflow
High transaction costs due to the paper based force. The day-to-day operation is heavily paper-based, which reduces the productivity and efficiency of the PDS staff by the need to manually process information with paperwork having to be shuffled across the PDS branch.
Citizen and food agent interviews
User persona: Citizen, Salah Mansour
Data misalignment
One citizen has not received his commodities for four month because there was a misalignment of data between the central database in MoT Baghdad and Najaf PDS branch.
Human mistakes / typos
Some of the submitted applications are not found using the PDS number and the ration centre number because of typo mistakes
PDS staff voice is not heard
The PDS staff have been raising their chalenges at the workplace with no response from their management
Citizens don’t have control or understanding of the process
Citizens have no understandinf of the as is process. They rely heavily on their food agents and the PDS staff for guidance. They are not prepared or informed on what to expect.
Citizens don’t believe they are heard
Citizens don’t give feedback to the PDS staff because they believe that nothing will change
Technically challenged
PDS staff don’t have technical assistance available at the branch to help them when facing a technical challenge on the screen. They waste time trying to fix the errors.
No visibility when their entitlement is up-to-date
After submitting their application, citiens are being asked to follow-up with their food agent on their updated PDS entitlement after one month. In a case where their PDS entitlement has not bee updated, citizens have to go back to the branch for follow-up.
The PDS building state in bad conditions
The PDS staff are staying in rooms with no ACs even during summer, when the temperatures can reach upwards of 50 degrees. There is a lack of comfort, suitable facilities and accessibility. The working environment has a negative impact on the staff morale.
Salah Mansour
Salah mansour is married to Rouwayda. They have two kids, Sarah and Hamza. Salah is 62 years old, he lives in Basrah, and he has just retired
Hamza, his son, got married a month ago. He wants to start a new PDS account with his new wife Najwa.
Goals
Simplify the task for citizens to updating their PDS information quickly, easily and directly
Onboarding Iraqi citizens into the new digital system in order to update their PDS information at ease
Up-to-date citizens information and accurate statistics and data analysis
A unified citizens database across all ministries of Iraq
Ideation
After having gathered all the relevant data and turned all the feedback into insights, the Tigerspike team were able to determine a set of key feature the new product should have in order to answer to all project stakeholders’ needs and desires
User story mapping
Key features
Sign up
Family account
Track request status
Linked to customer service
Update information request
Mobile app low-fidelity wireframes
Mobile payment
Cycle distribution dates
Collecting feedback
Iteration
Currently working on the V3 of the product. Its evolution is based on current user feedback as well as new requirements coming from various stakeholders: Newlogic, WFP, Minitry of Trade in Iraq as well as the Ministry of Interior.
