Designing for 1 million users

Project Overview

The Information System Authority (RIA) in Estonia is a government agency responsible for managing and securing the nation’s IT infrastructure, with a particular focus on digital services and cybersecurity. The RIA project aimed to enhance the digital identity and document management systems used by approximately 1 million Estonian citizens. These applications are crucial for secure digital interactions, allowing users to sign documents, authenticate their identity, and access a wide range of e-services.

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Role and Responsibilities

As a product designer at Nortal AS, Saara Vällik led the design efforts for the RIA eID applications from 2023 to the present. Her primary responsibility was to create a unified and user-friendly experience across various platforms, including web, desktop, and mobile applications. Saara’s role extended from initial research and concept development to the final implementation of the design, ensuring that the solutions were accessible, secure, and aligned with user needs.

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Design Process and Approach

Saara’s approach to the RIA project was comprehensive and user-centric, focusing on enhancing usability, accessibility, and consistency across the platform. Key aspects of her design process included:

Comprehensive Design System Development: Saara developed a robust design system to harmonize the user experience across all RIA eID applications. This system ensured consistency in visual elements, interaction patterns, and user flows, providing a seamless experience regardless of the platform. The design system also facilitated easier maintenance and scalability of the applications as new features were introduced.

Addressing Accessibility and Usability: A significant portion of Saara’s work focused on making the RIA applications more inclusive and user-friendly. She conducted accessibility audits to identify and address barriers that might prevent certain users, including elderly individuals and people with disabilities, from effectively using the applications. By adhering to accessibility guidelines and conducting extensive user testing, Saara improved the overall usability and ensured that the applications were accessible to all citizens.

Strategic Collaboration and Stakeholder Engagement: Throughout the project, Saara collaborated closely with cross-functional teams, including managers, developers, and external designers. She provided strategic guidance during the design process, ensuring that all decisions were aligned with the broader objectives of the RIA and that the final product met the high standards required for government digital services.

User-Centric Iteration: Saara employed a user-centric design process, iterating on designs based on continuous feedback from users and stakeholders. This iterative approach allowed her to refine the user interface and experience, ensuring that the final product was both intuitive and effective in meeting the needs of its diverse user base.

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Impact and Results

The enhancements to the RIA eID applications led to a more consistent and user-friendly experience for approximately 1 million users who rely on these tools for secure digital interactions. Saara’s work significantly improved the accessibility and usability of the applications, making them more inclusive and easier to use for all citizens. The comprehensive design system she developed not only unified the user experience across platforms but also laid the groundwork for future updates and feature expansions.

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Conclusion

Saara's contributions to the RIA eID project showcase her expertise in designing complex, high-impact digital services that prioritize user experience, accessibility, and security. Her ability to create a cohesive and inclusive design system for such a critical government project underscores her strength in service and product design and her commitment to delivering solutions that serve the needs of a wide and diverse audience. This project is a key highlight in her portfolio, demonstrating her capability to lead design efforts for large-scale, public-sector digital services.