Department of Social Welfare, Taipei City Government
After interviews and usability tests, the team found from the affinity diagram method that the current information structure of the system is unclear, which makes it costly for users to gather information, so that they cannot quickly understand critical information and make decisions; it also causes users to send wrong information on the system, which increases the system's back-end processing costs. The team has addressed these issues by reorganizing the system architecture and designing a linear “depth-based” user process, with the ultimate goal of helping users to more effectively "understand public childcare services," "choose public childcare services" and "apply for public childcare services."
The current website does not have a good integration of public childcare-related information, and parents need to spend time and effort to navigate through different platforms to get the information they want.
The font color and confusing typography of the public childcare guidelines on the website, as well as the unreadable and incomprehensible wording of the documents, reduce readability and can easily cause confusion.
The application form is lengthy and the instructions are not written in plain language making it confusing for applicants, which in turn affects the efficiency of completion.
The principles of Version A of the wireframe are to "give users an identity-specific form," "make it easy for users to find public childcare providers" and "integrate the public childcare information framework," with a focus on organizing public childcare information and simplifying the process. In addition to the principles of Version A, Version B includes a new "Self-Check Form" and a "Shopping Cart for Public Childcare Services" to make it easier for users to select public childcare services and to help reduce the chance of ineligibility when applying.
Wireframe A web/mobile layout
Wireframe B mobile layout
