Role:
Product Designer | UX Designer
Industry:
Civic Technology (CivicTech)
Duration:
2 WEEKS
1. Brand Identity Alignment
Citizens regularly encounter:
potholes
garbage overflow
broken streetlights
water leakage
drainage issues
unsafe public infrastructure
However, existing civic complaint systems in India often suffer from:
complicated forms
slow reporting workflows
lack of transparency
poor mobile UX
unclear resolution progress
This creates:
low trust
high drop-off rates
duplicate complaints
poor civic participation
2. User-Centered Experience
Snap & Solve is an AI-assisted civic issue reporting platform designed to make complaint reporting fast, transparent, and collaborative.
The platform enables citizens to:
Instantly report issues using a camera-first experience.
Leverage AI to automatically detect and categorize civic problems.
Submit complaints with minimal effort and zero department knowledge.
Track complaint progress through real-time status updates.
Receive resolution proof through before-and-after comparisons.
Contribute to existing reports through smart duplicate complaint merging.
By combining intelligent automation, transparent tracking, and community-driven reporting, Snap & Solve transforms civic complaint management from a frustrating bureaucratic process into a seamless citizen experience.
3. Design System
PlatformKey | Observation |
|---|---|
Swachhata App | Functional but outdated UI |
SmartCity 311 | Good tracking but enterprise-heavy |
4. Typography & Readability
Finding 1 — Forms Create Friction
Problem
Most apps require:
selecting departments
entering descriptions
attaching location manually
Insight
Users want:
“See issue → report instantly.”
Finding 2 — Users Don’t Trust Silent Systems
Problem
After submitting complaints:
no updates
no ETA
no accountability
Insight
Tracking increases trust significantly.
food delivery tracking
ride tracking
courier tracking
Finding 3 — Citizens Don’t Know Categories
Problem
Users struggle identifying:
correct department
issue type
authority owner
Insight
AI-assisted categorization reduces cognitive load.
food delivery tracking
ride tracking
courier tracking
Finding 4 — Duplicate Complaints Overload Systems
Problem
Multiple users report the same issue repeatedly.
Opportunity
Merge similar complaints intelligently.
Finding 5 — Emotional Closure Is Missing
Problem
Most apps end at:
“Complaint submitted.”
Insight
Showing
before/after proof
resolution time
feedback collection
creates stronger trust and repeat usage.
before/after proof
resolution time
feedback collection
creates stronger trust and repeat usage.
Proposed Solution
Snap & Solve
A civic reporting platform with:
AI-assisted issue detection
one-tap reporting
duplicate issue merging
live progress tracking
transparent resolution workflows
🧩 Final Thought
1. Camera-First Reporting
The experience begins with camera capture rather than lengthy forms. Citizens encounter issues while commuting or walking — moments that demand speed, not form-filling. A camera-first flow reduces friction, minimizes typing, and enables instant reporting.
Impact: Complaint submission in under 10 seconds.
2. AI-Assisted Categorization
The system auto-detects issue types (potholes, leakage, garbage, streetlight failures) while allowing manual override. Users often don't know departments or civic classifications — AI removes that cognitive load while editable tags ensure control and flexibility.
Impact: Eliminates navigation complexity; users always find a valid path forward.
3. Quick-Select Issue Tags
Tag shortcuts sit below the AI detection result as a reliable fallback — when camera detection fails, lighting is poor, or multiple issues exist. They also support accessibility and prevent reporting dead-ends.
Impact: 100% submission completion regardless of AI accuracy.
4. Duplicate Complaint Merging
Multiple reports of the same issue are merged into a shared case rather than generating separate tickets. Merged reports auto-increase issue priority, reduce municipal overload, and give all reporters shared real-time updates.
Impact: Faster resolution, cleaner workflows, and collective civic impact.
5. Uber-Style Live Tracking
Complaint progress is shown through a live timeline — Reported → Verified → Crew Assigned → In Progress → Resolved. Borrowing from ride and delivery tracking makes the interface immediately familiar, building transparency and trust.
Impact: Complaints never disappear into the system; users stay informed at every step.
6. Resolution Proof & Feedback Loop
The experience closes with before/after photo comparisons and a citizen feedback prompt. Most civic systems fail to provide closure after resolution — visible proof validates the citizen's effort and strengthens platform credibility.
Impact: Emotional closure for users; service quality data for authorities.
7. Consumer-Grade UI
Clean cards, large tap targets, and minimal form elements replace outdated government interfaces. Inspired by Uber, Swiggy, Google Maps, and Linear to create familiar, accessible interaction patterns across all age groups.
Impact: Higher confidence, better accessibility, and lower learning curve.
8. Community Participation Layer
The system highlights merged report counts, nearby active issues, and community impact metrics. This transforms reporting from an isolated task into a collaborative civic action — users feel their contribution matters beyond themselves.
Impact: Increased engagement and a sense of shared civic ownership.
