Arena: B2B2C System for Public Participation
The technical stuff
- Company: inRise
- Time frame: 1 Year (2019 - 2020)
- Tools: Sketch
- Role: Product Manager & Designer
TL;DR
Arena is a public participation platform for government ministries and local authorities, enabling them to collect insights from residents through open-ended questions, surveys, and multiple-choice questions. The system emphasizes transparency, customization, and ease of use for both clients and end-users.
Description
Arena is a system designed to facilitate public participation processes for government ministries and local authorities seeking to incorporate residents’ insights into their decision-making processes.
The system allows local authorities to choose how to collect insights from the public—through responses to open-ended questions, surveys, or multiple-choice questions.
An equally important aspect of public participation is transparency. Responses are visible to all participants in the process, whether they come from open-ended questions, surveys, or multiple-choice questions.
Additionally, the system enables clients to publish insights at a later stage, allowing the public to see the outcomes of the process and how their participation influenced decision-making.
The Challenge
The Challenge
The main challenge was creating a system that would be easy to operate for both paying clients (local authorities and government ministries) and end-users (residents participating in the public engagement process).
- Ease of use for the paying client – Since many government offices and local authorities are not highly digitally oriented, the system needed to be straightforward and simple to manage.
- Maximizing participation from end-users – The assumption was that residents might have low motivation to engage, so the process needed to be as seamless as possible with minimal barriers to participation.
- Customization for different municipalities – Each paying client needed to be able to customize their public engagement space within the system so that it appeared unique to their community.
- Basic analytics capabilities – To help clients track engagement, we integrated a dashboard that provides analytics on discussion participation, including integration with Google Analytics.
A research study
Our research included several methodologies:
- General public participation research – Understanding who typically engages in these processes, their level of digital literacy, and how they interact with digital participation tools.
- User personas – Defining both the primary client (government/local authority) and the end-user (resident).
- Competitor analysis – Since this is a niche field with limited competition, we examined how existing solutions address public participation.
- Expert interviews – Conducting in-depth conversations with industry professionals with experience in both general public engagement and digital public participation.
- User testing – Conducting public engagement trials with existing company clients to gather feedback on UI, usability, and system design.
- Live testing with a client – After developing the happy flow, we had one of our clients run real engagement processes with their public while using Hotjar to analyze user behavior through screen recordings and click heatmaps.
The Results
- The system was adopted smoothly by the company’s clients, with a seamless onboarding process.
- End-users provided feedback that the core flow (entering a discussion, reading the research question, responding, and viewing insights) was very easy and intuitive.
- Paying clients found the ability to customize their discussion space highly valuable.
- The admin panel with analytics was a major success, receiving highly positive feedback.
- Demand for the system increased:
- Before the redesign, there were three paying clients per year.
- After launching the new version, the number of paying clients more than doubled to seven.
- The analytics panel and discussion customization features were the most praised aspects of the system.
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