Kriya
Simplifying access to complex government workflows.
01 / The Friction & Problem
Government services are usually a maze of forms, disjointed PDFs, and disconnected regional departments. Citizens give up halfway, resulting in backlogs, manual in-person visits, and profound civic frustration. Kriya explored a single orchestrated layer that turns multi-step bureaucratic processes into a calm, guided experience.
02 / The Core Concept
A single conversational + form-based surface that orchestrates multiple back-office services. The user expresses intent in natural language; the system automatically resolves cross-department prerequisites, handles routing, validates attachments on the fly, and tracks status.
03 / Research & Process
- Stakeholder mapping across 3 state departments and civil registry systems
- Comprehensive service blueprint of the existing 14-step paper and legacy portal flow
- Information architecture for a unified civic 'front door'
- Wireframes exploring conversational guidance combined with structured state cards
- High-fidelity prototypes in Figma coupled with a functional coded prototype in HTML/JS
- Two rounds of rigorous usability testing with 8 citizens across diverse age groups
04 / Key Design Decisions
- A calm home dashboard that shows active applications, pending steps, and what the system is waiting on.
- An intent-based entry point ('I need to renew my municipal license') instead of an intimidating department directory.
- A live status timeline that explains what happened, what is happening right now, and what comes next in plain human language.
- Smart document intake with instant edge validation, preventing erroneous submissions before they hit civil workers.
Reflection & What Was Learned
The hardest part of designing for government is not the UI. It's the seams between departments. The interface must make those seams invisible without hiding the truth or accountability from the citizen.