CV
Product design / UX UI

SignalConso: the UX redesign of a public service, presented to the French Minister of the Economy.

Making a public service more accessible to a generation that doesn’t trust it. 100% success rate in user testing.

Role
Lead UX Researcher, Product Designer
Client
DGCCRF · French Ministry of the Economy
Type
Redesign of an existing mobile app
Key result
100% success in user testing
SignalConso app on a smartphone, with DGCCRF logos

In 30 seconds, if you’re in a hurry

Context

The DGCCRF, France’s consumer protection authority, wants younger consumers to use SignalConso, its app for getting help in disputes with a business.

Goal

Speak this audience’s language and design a tracking flow clear enough to reassure, within the existing app and its technical constraints.

Outcome

A prototype with a 100% test success rate, presented to the Minister of the Economy in Bercy.

The context

The DGCCRF, France’s consumer protection authority under the Ministry of the Economy and Finance, wants a younger generation of consumers to make more use of its mobile app, SignalConso.

SignalConso is part of the ecosystem the DGCCRF set up to help consumers in disputes with a business.

What existed A SignalConso mobile app and a website.
The gap Young people know little about their rights, have never heard of SignalConso and don’t trust State services much.
The landscape Consumer associations exist, but SignalConso is a free service provided by the State.

The goal

Attract a younger audience by adopting its codes, and design a tracking flow clear and detailed enough to make users feel safe.

All of it starting from the existing app and its technical constraints.

My role & approach

Lead UX Researcher and Product Designer across the whole project.

01

Frame

  • Briefing and kick-off with stakeholders and tech teams
  • UX audit and review of the existing product
02

Research

  • Primary research: user interviews
  • Secondary research: social listening, quantitative survey, desk research
  • Data analysis
03

Co-design

  • Co-design workshops and facilitation with stakeholders
  • Wireframes and prioritisation
04

Test

  • Prototyping
  • User testing and iterations
Key research insights, combining interviews, a survey and social listening.
Key research insights, combining interviews, a survey and social listening.
Persona: the helpless consumer.
Persona: the helpless consumer.
New key features: thematic sections, AI assistant, report tracking and summary.
New key features: thematic sections, AI assistant, report tracking and summary.

The outcome

  • New report categories, organised by theme
  • Report tracking for better visibility
  • Centralised notifications
  • An effective, personalised AI chatbot
  • New, clear and intuitive user journeys
  • A testable prototype
  • 100% success rate in the tests run
What came next?

Happy clients and a full presentation to the Minister of the Economy, in Bercy.

SignalConso is still little known to the public, yet it serves the public interest: it gives people effective support in consumer disputes.