Citizen Complaint

The Court of Justice of the State of Bahia (TJBA) is the highest body of the Judiciary of the Brazilian state of Bahia, with headquarters in the city of Salvador and jurisdiction throughout the state territory.

In 2018, the TJBA was having difficulty responding to the high volume of small claims actions in the state, a fact that reinforced the public image of justice as something time-consuming, bureaucratic and complex.

Given the situation presented, Solutis, TJBA's partner in several internal technology projects, decided to analyze the issue in depth, in order to propose a solution focused on a digital and relationship transformation in the Court.

The project presented below was limited to the scope of the problem in relation to the water service provided to citizens.

The original name of the project, "Queixa Cidadão", could be translated as "Citizen Complaint".

My role in the project:

As a member of the project team, I had the opportunity to propose and carry out the first field and UX research in a project within the consultancy, opening doors to new opportunities to apply UX Design within Solutis.

Challenges as a designer: 

• Plan and execute field research; interview potential users and stakeholders; generate UX deliverables from the strategy, scope, structure and skeleton layers of the project;

• Analyze and synthesize the conclusions of field research and interviews;

• Generate stakeholder map, service blueprint, definition of audience / personas / job stories, empathy map, product value proposition canvas, "how can we...?", generation of alternatives, interaction flow, proof of concept , usability testing;

• Synthesize documentation of findings and definitions into deliverables.

Challenges as a developer:

• Implement the project application in its version for the Android system together with colleagues on the development team (technologies I worked on in the application: Java, Kotlin, Realm).