OneCitizen

Problem and context

Getting something done with the government in Bangladesh usually means knowing which office, which portal and which documents. The team framed the goal in one line: simplify government service access by reducing complexity, improving usability, enhancing transparency, and creating a seamless experience for all citizens.

The research board named four problems that kept coming up.

• Problem

  Too many services, too many portals

  Services are spread across many separate portals (the team counted 189), so finding the right one is hard.

• Problem

  Unclear requirements

  Documents and steps are often unclear, which leads to repeated office visits that can take 3–6 hours.

• Problem

  No updates

  Existing sites are rarely mobile-friendly and offer no real-time tracking or notifications.

• Problem

  Middlemen

  Limited transparency pushes people toward unofficial intermediaries for basic tasks.

Research

Before any screens, the team talked to people and looked hard at what already existed.

User interviews

5

People surveyed

50

Platforms analyzed

10

That work became a user persona and an empathy map: what citizens say, think, do and feel when they deal with a government service.

IA and user flows

The findings were turned into a sitemap for the whole app, then into flows for each task: onboarding, sign-in, browsing services, applying, paying, tracking and notifications.

Design system and components

A 10+ component library keeps 30+ screens consistent: one color system, a four-column mobile grid with fixed spacing, and a logo and brand that work from the app icon to a sign on a building.

Each problem got a direct answer in the interface:

• Solution

  All services in one place

  One app with search and service categories on the home screen.

• Solution

  Clear Bangla guidance

  Required documents and step-by-step instructions for every service, written for all ages and education levels.

• Solution

  Updates at every stage

  Application tracking with push and SMS notifications throughout the process.

• Solution

  Secure digital verification

  Online appointments and verification, so fewer office visits and no middlemen.

Final screens

Key flows: sign-in and in-app guide

The sign-in flow starts on a calm splash screen and offers two clear choices: log in or register. Registration lets people pick the ID they already have (NID card, birth registration or passport), then confirms success before handing over to the home screen.

From there, an in-app user guide walks new users from login to home, so the first visit doesn’t depend on someone explaining the app.

Reflection

OneCitizen showed how much of a government service is information design: telling people what they need before they leave home, and telling them where their application is without a phone call. The output was 30+ hi-fi screens, a 10+ component library, the sign-in flow and the in-app guide, built as a team of six and published on Behance in July 2026.