Overview picture of the city of Hasselt made with a drone
Logo City of Hasselt

User-friendly City App for the city of Hasselt

Stad Hasselt is undergoing a digital transformation to bring city services closer to their residents. To ensure the mobile app was intuitive and user-friendly, we conducted expert UX reviews and real-world user testing. The result? A highly rated city app that makes accessing services easier than ever.

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01

Challenge

Hasselt needed to ensure their city app was user-friendly and effective for its residents before its launch.

02

Solution

Through workshops, UX analysis, and user interviews, we provided recommendations to enhance the app's functionality and user experience.

03

Approach

We held workshops to align on goals, conducted expert reviews, and gathered user feedback through real-world scenario testing to refine the app.

04

Result

The app achieved a 7/10 usability rating, with testers ready to recommend it, ensuring the city of Hasselt could bring their services closer to residents through a digital platform.

Logo City of Hasselt

About Stad Hasselt

Stad Hasselt, the capital of Limburg with its motto “Smaakmaker en Spraakmaker”, is currently in the midst of a digital transformation of their internal services. They do this by tightly integrating innovation, technology and important digital developments in society.
Challenge

Measuring the user-friendliness of the city’s mobile app

The city of Hasselt is resolutely going for technology and digital innovation. User-friendly digital tools should bring the city’s services even closer to Hasselt residents. With its city app, Hasselt wants to serve its inhabitants 24/7 and digitally offer its city services. This way, residents are able to easily request documents, make an appointment at the city hall, receive notifications regarding the waste calendar, and so much more.

Before the city app is put into production, the city of Hasselt wanted to ensure that the app was as user-friendly as possible and indeed helps residents. The city therefore wanted to test the app, which was only available in a test environment back then, and measure the extent to which it digitally helps and assists Hasselt residents.

Solution

Expert review of UX via workshops and user interviews

In the first phase of the project, we held three co-creation workshops with the city’s internal services. That way, the experts of the city of Hasselt could share their vision with us. Additionally, these workshops were a great help in establishing user personas and the right use cases for the app. We complemented these insights with our own UX and usability advice into a 73-page report with concrete recommendations and visualizations based on wireframes.

 

Wireframe
Approach

Co-creation, expert reviews, and real-world feedback

In the second phase, we focused on the input of the users themselves. We set up about ten interviews with inhabitants of Hasselt to gain crucial feedback about the city’s mobile app. During the interviews, they could test the app extensively using three specific scenarios: making an appointment at the city hall, requesting a document and reporting illegal dumping. These were the three most important use cases the city wanted to test to see if the app could provide sufficient help.

To ensure optimal usability of the app, we followed a three-step approach:

01

Co-creation Workshops

Held three workshops with Hasselt’s internal services to align on the app’s vision, establish user personas, and prioritize critical use cases such as appointment booking, document requests, and reporting illegal dumping.
02

Expert Review

Conducted a detailed UX analysis, delivering a 73-page report containing concrete recommendations, usability improvements, and wireframe visualizations.
03

User Feedback

Interviewed ten residents of Hasselt, who tested the app in real-world scenarios, providing valuable insights on user experience and areas for improvement.
Wireframe Application
Result

The city’s app is highly recommended

From the interviews, we learned that the UX and usability advice from the first phase really bore fruit: users gave the app a commendable score of 7 out of 10 for user-friendliness and easy of use. Moreover, the users would at this point already recommend the city’s app to friends and family. Additionally, we learned where users would get stuck and which solutions we could recommend to the city of Hasselt to resolve these issues.

We bundled these findings in a complete UX report with additional concrete recommendations and realistic visualizations to help Hasselt reach its goal with the city’s app: the city of Hasselt in the palm of your hand!

ACA has brought together the right profiles and competences to turn this project into a great success. Based on their recommendations, we’ve been able to take our app’s user experience to new heights.
Dominik Verhaegen
ICT Director at Stad Hasselt
Logo City of Hasselt
Photo of Domonik Verhaegen, ICT Director at City of Hasselt
ACA has brought together the right profiles and competences to turn this project into a great success. Based on their recommendations, we’ve been able to take our app’s user experience to new heights.
Dominik VerhaegenICT Director at Stad Hasselt
Logo City of Hasselt
Photo of Domonik Verhaegen, ICT Director at City of Hasselt

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