The Challenge In 2021, 70% of Nuevo León’s citizens wanted to participate in public decisions, but 44% didn't know how, and mistrust in government was at an all-time high. The existing official channels were silos of technical jargon that hindered rather than facilitated engagement. As Head of Innovation, my goal was to transform a bureaucratic requirement into a citizen-centric digital gateway.
Role: Head of Innovation & Lead Service Designer.
Scope: Design Research, Service Blueprinting, UX/UI Strategy, Accessibility Testing.
Timeline: 15 weeks (Discovery to Launch).
The project wasn't just about a website; it was about orchestrating a new relationship between the State and its 5 million citizens.
1. Deep Diagnostic & Co-creation: I led co-creation workshops with every internal department to break down organizational silos. We audited the "Citizen Participation Law" to translate legal complexities into 6 intuitive user pathways (Neighbors, Civil Society, Public Servants, etc.).
2. Inclusive Design & Accessibility: True participation must be inclusive. I spearheaded a Radical Usability Testing phase with 26 diverse profiles, including:
People with visual, hearing, and intellectual disabilities.
Indigenous community members.
Digital natives vs. "Analog" seniors.
Neighborhood board members.
We delivered more than a portal; we built a functional ecosystem that included:
Automated Governance: Digitalized access to "Improvement Boards" (Juntas de Mejoramiento), reducing bureaucratic friction.
Transparency Engine: A real-time tracker for participatory processes and collegiate bodies.
Hybrid Connectivity: Integration with the 070 Citizen Service (WhatsApp) to ensure a multi-channel experience.
SOME SCREENS
NAVIGATION OF THE SECTION "JUNTAS DE MEJORAMIENTO"
First of its kind: Established the first internal web development department within the State Government, setting a new standard for public digital products.
Accessibility First: Achieved a "Friendly & Different" perception compared to traditional government sites, with specific optimizations for screen readers and neurodiversity.
Systemic Learning: Identified that the barrier wasn't technology, but language. This led to a state-wide recommendation to simplify public policy terminology.
"This project showcases my ability to navigate high-stakes political environments and technical legacy systems. I transformed a complex legal framework into a seamless UX, proving that Service Design is the best tool to restore trust between institutions and people."
WIREFRAMES AND INFORMATION ARCHITECTURE
USABILITY TESTING
FINDINGS AND QUOTES