To enhance the usability of the key features of the app,
to ensure a user-friendly and secure platform for end users.
Project Objective
01
Introduction
Launched in 2015
Intent of the Platform
To offer a cloud platform for issuance and verification of documents and certificates in a digital way, thus, eliminating the use of physical documents.
Constraints
In an ideal situation app needs to cater to the whole population.
Need to communicate what all documents are available on platform and need to cater to these varying documents.
Needs to communicate Digital Locker documents are to be treated at par with original physical documents.
Statistics
100%
75%
50%
25%
0%
1. Visibility of system status
70%
6. Recognition rather than recall
55%
9. Help users recognize, diagnose, and recover from errors
26.6%
3. User control and freedom
25%
2. Match between system and the real world
51%
8. Aesthetic and minimalistic design
43.3%
5. Error prevention
52%
4. Consistency and standards
45%
7. Flexibility and Efficiency of use
44.6%
10. Help and documentation
50%
05
Heuristic Evaluation
Evaluation of the current app indicated that the app scores severely low on point 3 & 9, this will be reflected in recommendation made along with primary user experience goal.
04.1
One Time Use
User registration
Linking Aadhar
Onboarding
Frequent Use
Document Retrieval
Searching documents
Opening issued documents
Issuing new documents
Sharing a issued document
Uploading documents
Non - Frequent Use
Downloading the document
Adding nominee
Deleting the documents
E-sign documents
Feedback and support
Account Recovery
Tasks that are essential for both Novice/ First time User and Expert/ Regular User.
Main objectives of using DigiLocker.
Tasks that are more focused to regular users and can be essential but rarely used by novice users.
10. Help and documentation 50%
10. Help and documentation 50%
06
Hierarchical Task Analysis
Situations
Primary Task
Find and delete your 12th marksheet after sharing it.
A - When user has not issued the 12th marksheet.
B - When user has issued the marksheet
C - When the user wants to share the document from drive (not yet uploaded)
D - When user already has the document in drive and will share with e-sign (no need to upload)
E - When user wants to compare the drive doc and the issued doc (no need to upload)
Observations
Same document can be added multiple times and app will still allow the user to fill the form information without indicating that the document is already issued.
Digilocker Drive CTA is missed by almost every user as it seems like an advertisement banner and people tend to not click it or just ignore it, the CTA of the drive should look a clickable button.
Observations
All the states have not listed all the documents and there is no way for a user to know if the state has issued the documents or not.
Terminology used in forms and other features, are very specific to the function/action and enough description has not been given as to what they might mean or require eg- (Nominee, Beneficiary ID in COVID certificate, Year in 12th class form) .
Observations
While singing up for the application, User can link one phone number to multiple accounts which in turn later creates confusion as the only way to know the difference is through the user name created in sign-up process but these usernames are also not shown.
Multiple share button have been placed on document view screen, both the share buttons have different function - the large and colored one is to share the app, rather than the documents as a user would expect.
06.1
S.H.E.R.P.A.
Legend
Action Errors
A3
A5
A8
Checking Errors
C1
Total : 2
Retrieval Errors
R1
R2
R3
Total : 6
Communication Errors
I1
I2
I3
Total : 16
Selection Errors
S2
Total : 1
Total : 12
Total Errors: 37
A1-3
S2-1
I1-3
I1-3
I1-10
A3-2
A5-3
A8-4
C1-2
R1-2
R2-1
R3-3
07
Usability testing
User Demographics
Age: 21-28
Category of users
Novice: Rarely/Never used Digilocker mobile app.
Expert: Uses Digilocker to issue documents
7.6
Task 4
0. Upload a document to Digilocker Drive
Find the Digilocker Drive section
Find the folder you want to upload on
Find the upload option
Select the file to be uploaded
Document uploaded
Comparing the document
Novice
60%
0.0183 g/s
Effectiveness/Completion Rate
Time based Efficiency (g/s)
Finding “Digilocker Drive”
Comparing the document
Overall relative efficiency
49.7%
80%
76.8%
Uploading the first document
0.0644 g/s
0.0197g/s
0.0847 g/s
0.042 g/s
0.037 g/s
Expert
Observations
Most novice users failed this task and took a larger amount of time to finish the same because either the Digilocker drive feature was hard to find or the denoted area did not look a clickable button and they were expecting it to be a tab. Expert users also took some time to find it but knew that it is a clickable button due to recall.
7.5
Task 3
0. Share an issued document using whatsapp
Find the document to be shared
Find the share option
Share the file on whatsapp
Document shared
Novice
80%
0.0208g/s
Effectiveness/Completion Rate
Time based Efficiency (g/s)
Overall relative efficiency
62.2%
80%
81.4%
0.0279 g/s
Expert
Observations
One novice & one expert users failed this task. An error was occurring while the user was sharing the document as there were two share icons available. One was to share the app and one was to share the document and they both looked the same. As we can see experts still recalled from the past errors and hence their time efficiency is higher.
7.4
Task 2
0. Download a pdf from the issued documents
Find the document required to be downloaded
Find the document download option
Click on the download option
Document downloaded
Novice
60%
0.0123 g/s
Effectiveness/Completion Rate
Time based Efficiency (g/s)
Downloading a PDF
Task completed
Overall relative efficiency
66.8%
60%
46.2%
Getting to apt document
0.0163 g/s
0.0603 g/s
0.0341g/s
0.0145 g/s
0.0370 g/s
Expert
Observations
Two novice and two expert users failed this task. This also leads to the fact that recall of the download feature is less as the expert users also failed at the same and took as much time in task completion. Users also expected the download button to be in the document view page and then the kebab menu. Kebab menu has a very small hotspot.
7.3
Task 1
0. Issuing 12th class (CBSE) marksheet
Open the app and land on the homepage.
Search for the 12th marksheet.
Click to get a form.
Fill the information in the form.
Document issued.
Novice
100%
0.0242 g/s
Effectiveness/Completion Rate
Time based Efficiency (g/s)
Issuing class 12th marksheets
Task completed
Overall relative efficiency
100%
100%
100%
Finding the form
0.0452 g/s
0.0555 g/s
0.0447 g/s
0.0241 g/s
0.0562 g/s
Expert
Observations
All experts and novice users completed this task and the average of time based efficiency is also similar. Some of them got confused and tried to go to the explore and search to find the same even though the option is available from the homepage.
7.2
Task planning
Objectives for doing usability test
To observe and identify errors done by users while doing the tasks
To understand the speed of use of the features for the user
and hence improve the speed and ease to usability.
Objectives for the task selection
The tasks selected are the major tasks that will be required for both Novice and Expert to complete.
Issue CBSE 12th class marksheet from DigiLocker.
Task 1
Download .pdf of 12th class marksheet from DigiLocker.
Task 2
Share an issued PAN card document from DigiLocker.
Task 3
Upload a document .pdf to Digilocker drive and compare the same.
Task 4
7.1
User Screening
What is your age?
Do you use Digilocker?
On which web or app?
How often do you use it?
Website
App
Novice
Novice
Expert
Rarely
Often
Yes
No
0
N1
T1 -1
T2 -1
T3 -1
T4 -1
T1 -1
T2 -0
T3 -1
T4 -1
T1 -1
T2 -0
T3 -0
T4 -0
T1 -1
T2 -1
T3 -1
T4 -1
T1 -1
T2 -1
T3 -1
T4 -0
72.1
N2
45
N3
47.5
N4
65
N5
20
100
0
E1
T1 -1
T2 -1
T3 -1
T4 -1
T1 -1
T2 -0
T3 -0
T4 -1
T1 -1
T2 -1
T3 -1
T4 -1
T1 -1
T2 -1
T3 -1
T4 -0
T1 -1
T2 -0
T3 -1
T4 -1
22.5
E2
52.5
E3
72.5
E4
62.5
E5
57.5
100
7.7
Usability testing
Novice
50
Average S.U.S. score
53.5
Expert
SUS score of ~50 for both the types of users indicate that the app was equally difficult for both of them and the app lacks learnability and memorability.
08
Recommendations
Aadhar/Username
Mobile NO.
Splash Screen
Sign IN
Sign UP
Sign up Details
PIN/OTP
PIN/OTP
PIN/OTP
First Name *
Your mobile number which is linked to your Aadhaar and should be in use in this device
Mobile number *
Optional
Set security pin *
Last Name *
Register
Already have an account?
Login
Onboarding Flow
Register page as of now
Home Screen
Home
Documents
Add Docs
Drive
Menu
Your added Documents
Documents you might want to add
Newly added feature in DigiLocker
How the screen looks after first time log-in as of now.
New screen with recommendations integrated.
Possible walkthroughs for the application, walking novice user to the functionality of the app.
Adding link to IT ACT,2000. in case of miscommunication or any dispute.
Fixed headings and colors for icons
More attention to button.
Relevant banners.
Your added Documents
Documents you might want to add
Newly added feature in DigiLocker
Home
Documents
Add Docs
Drive
Menu
Tap here to open your “Home Screen”. You can find your added documents here for fast access, along with fast access to most popularly added docs.
Your added Documents
Documents you might want to add
Newly added feature in DigiLocker
Documents
Drive
Menu
Home
Documents
Add Docs
Drive
Menu
Tap here to open Add new Tab documents to you Digilocker.
Search Tab replaced by Add documents Tab.
Home
Documents
Add Docs
Drive
Menu
Search screen as of now.
Removing “Newly added Docs”
Fixing the Tabs to be more consistent with the rest of the app.
The document is not added by the state. Please check the Menu Tab to check the list of documents that can be added on DigiLocker.
The document is not added by the state. Please check the Menu Tab to check the list of documents that can be added on DigiLocker.
No such document found. Please check the spelling again.
xajbxuas
Added information on search
screen to indicate the status of document wrt the app.
Search feature can also automatically merge requests in latin and roman numerals.
Search feature now gives a concrete feedback if/when the document is not found.
Refresh
Compare
Download PDF
Download JSON
Download XML
Delete
Details
Help
Info
Existing Document view screen
New Document view screen
Kebab Menu Features
Changing Bottom App Bar to accommodate for more features.
Removing extra share button.
Download as PDF, Kebab Menu on Document view page.
Menu Page
Home
Documents
Add Docs
Drive
Menu
+
New digilocker documents added
Nominee
Changed icons to less confusing icons for “Nominee” and “My Profile”
Menu page as of now
“My Account” section shifted to “My Profile”
“New Digilocker Documents added” section added
Copyright 2024 by Anumeha Patoria