चोर
bazaar
UXR and Web service design project for one of India’s oldest markets.
DigiLocker
Clarifying Purpose, Increasing Adoption
Enhancing user confidence through clearer onboarding, better feature discovery, and intuitive layout.
UX Evaluation
Heuristics
Design System
HTA
Redesign
About DigiLocker
DigiLocker is a digital document wallet initiated by the Government of India under its Digital India program.
The application aims to empower users by providing easy access to essential documents anytime and anywhere, reducing the need for physical copies.
key Features
Issued Documents
Fetch and store digital documents directly from registered government and private issuers.
Uploaded Documents
Upload and securely store scanned copies of legacy documents.
Digital Document Storage
Provides users with a secure personal cloud locker to store official digital documents (e.g., Aadhaar, PAN, Driving License, Mark Sheets, etc.).
Integration with Government and Private Agencies
Connected to various departments: CBSE, UIDAI, MoRTH, Income Tax, etc
About the project
This project documents a comprehensive user experience evaluation and redesign of the DigiLocker mobile application. The objective was to identify significant usability issues within the existing interface and propose data-driven design solutions to create a more intuitive and efficient user journey.
Design process
Empathise
Define
Ideate
Prototype
Testing
SUS Testing
Heuristic Evaluation
HTA
Information Architecture
User Testing
Wireframe
User flow
Identified Pain Points
Inconsistent design and navigation
Deep and repetitive navigation paths
Confusing terminology
Unclear document hierarchy
Poor error handling
Small tap targets and dense layouts
Lack of visual feedback
Lack of visual feedback
High cognitive load
System usability Scale
The objective of this test was to evaluate the overall usability and user satisfaction of the DigiLocker application using the System Usability Scale (SUS) method.
51.9
Average SUS Score
0
10
20
30
40
50
60
70
80
90
100
Worst Imaginable
Poor
OK
Good
Better
Best
NOT ACCEPTABLE
MARGINAL
ACCEPTABLE
Qualitative Insights from SUS Patterns
0
60
30
90
10
P1
P2
P3
P4
P5
P6
P7
P8
P9
P10
70
40
100
20
80
50
45
55
49.2
60
58
39.9
47
52
63
49
Visual Hierarchy Issues
User Confidence & Feedback
System status feedback was limited, users weren’t sure if actions succeeded.
No clear confirmation or success animations for major tasks.
Overuse of horizontal scrolling in top sections
Layout inconsistencies across screens (different button placements, uneven spacing).
An average SUS of 52 places the old DigiLocker app below the industry usability benchmark (68).
Users could technically complete tasks, but the app required effort, patience, and prior knowledge.
Complexity in Navigation bar
Many expected search on the home screen, not in the bottom navigation.
“Issued Documents” and “Drive” separation caused confusion users weren’t sure what was used for what.
Low Discoverability
Critical actions like View, Download, and Share were buried in menus.
Icons were unfamiliar
Analysis of HTA
Usability Rating (1-5)
0
1
2
3
4
5
Learnability
Efficiency
Memorability
Error
tolerance
Satisfaction
Usability Impact
Across the three tested workflows, users were able to eventually complete their goals, but with high effort, multiple steps, and low confidence.
Cross-Task Usability Problems
0.5
1.5
2.5
3.5
1
0
2
3
Navigation complexity
Severity Level (1 = Low , 3 = High)
Problem Type
Severity
High
High
High
Medium
Medium
Medium
Low–Medium
Low feedback clarity
Ambiguous labels/icons
Cognitive overload
Mobile
interaction
issues
Terminology mismatch
Slow perceived performance
User Flow
Information Architecture
DigiLocker contains multiple sections like Issued Documents, Uploaded Documents, Search, Profile, Add Documents, etc. but users found it confusing where to go for certain tasks.
Information Architecture helped us in-
Categorise content clearly
Define logical groupings and hierarchies
Ensure the navigation matched how users naturally think, not how data was .
Low Fidelity Wireframes
Mid Fidelity Wireframes
Landing page
More Documents
9:41
Search for “Aadhar Card”
Hello Akshara!
Welcome back to DigiLocker
Documents you might need
See all
DigiLocker Utility
See all
Issued Documents
See all
Authenticator
Verifiable Credential
Drive
Nominee
Govt. Employee
Driver’s Licence
My Consents
Vehicle Registration
X and XII Marksheet
Ration Card
My QR
My Activity
Profile
Issued Documents
More Documents
Home
Pan Card
12th marksheet
Voter ID
Added “Search Bar” at the top of the page, that allows user to search for documents faster, and also reducing the number of interactions.
Search for “Aadhar Card”
DigiLocker provides access to more than 5 Billion authentic documents
Most Popular Documents
States
See all
Categories
See all
9:41
Home
Profile
Issued Documents
More Documents
Static options for “most popular documents”
Added a button for UMANG app at the top.
Removed horizontal scrolling to static icons for issued documents.
Reduced Digilocker utility to 8 categories based on most relevance.
Instead of adding all the options in one screen, added a “see all” option for better categorisation
Added “More Documents” in the bottom Nav for easier access.
Issued Documents
Uploaded Documents
View
Search for “Aadhar Card”
Issued Documents
My Issued Documents (4)
DigiLocker 'Issued Documents' are at par with original documents as per IT ACT, 2000
9:41
Vehicle Registration Certificate
Ministry of Road Transport and Highways (MoRTH)
Driving Licence (DL)
Ministry of Road Transport and Highways (MoRTH)
PAN Card
Income Tax Department
Aadhar Card
Unique Identification Authority of India (UIDAI)
Uploaded Documents
My Issued Documents
Home
Profile
Issued Documents
More Documents
Search for “Aadhar Card”
Uploaded Documents
Uploaded Documents (2)
9:41
Uploaded Documents
My Issued Documents
Student ID_ Akshara
27/9/25 - 198 kb
property tax receipt_proof of residence
27/9/25 - 198 kb
electricity bill_ Proof of Residence
27/9/25 - 198 kb
Hospital Discharge Summary
27/9/25 - 198 kb
Employee ID_ Akshara
27/9/25 - 198 kb
Birth Certificate_Akshara
27/9/25 - 198 kb
rent agreement_residence proof
27/9/25 - 198 kb
Resume / CV
27/9/25 - 198 kb
Home
Profile
Issued Documents
More Documents
Documents in DigiLocker Drive are NOT treated as authentic original documents.
Search for “Aadhar Card”
Issued Documents
My Issued Documents (4)
9:41
Vehicle Registration Certificate
Ministry of Road Transport and Highways (MoRTH)
Driving Licence (DL)
Ministry of Road Transport and Highways (MoRTH)
PAN Card
Income Tax Department
Aadhar Card
Unique Identification Authority of India (UIDAI)
Uploaded Documents
My Issued Documents
Home
Profile
Issued Documents
More Documents
DigiLocker 'Issued Documents' are at par with original documents as per IT ACT, 2000
Added a tab for “My Issued Documents” and “Uploaded Documents”
Added a pop up option for View instead of it opening a new page
Added a tab “Download” “View” for quick access
Added “Thumbnail” and “Download” option
Thank You For scrolling!
Project by: Anubhuti & Pragya
चोर
bazaar
UXR and Web service design project for one of India’s oldest markets.
DigiLocker
Clarifying Purpose, Increasing Adoption
Enhancing user confidence through clearer onboarding, better feature discovery, and intuitive layout.
UX Evaluation
Heuristics
Design System
HTA
Redesign
About DigiLocker
DigiLocker is a digital document wallet initiated by the Government of India under its Digital India program.
The application aims to empower users by providing easy access to essential documents anytime and anywhere, reducing the need for physical copies.
key Features
Issued Documents
Fetch and store digital documents directly from registered government and private issuers.
Uploaded Documents
Upload and securely store scanned copies of legacy documents.
Digital Document Storage
Provides users with a secure personal cloud locker to store official digital documents (e.g., Aadhaar, PAN, Driving License, Mark Sheets, etc.).
Integration with Government and Private Agencies
Connected to various departments: CBSE, UIDAI, MoRTH, Income Tax, etc
About the project
This project documents a comprehensive user experience evaluation and redesign of the DigiLocker mobile application. The objective was to identify significant usability issues within the existing interface and propose data-driven design solutions to create a more intuitive and efficient user journey.
Design process
Empathise
Define
Ideate
Prototype
Testing
SUS Testing
Heuristic Evaluation
HTA
Information Architecture
User Testing
Wireframe
User flow
Identified Pain Points
Inconsistent design and navigation
Deep and repetitive navigation paths
Confusing terminology
Unclear document hierarchy
Poor error handling
Small tap targets and dense layouts
Lack of visual feedback
Lack of visual feedback
High cognitive load
System usability Scale
The objective of this test was to evaluate the overall usability and user satisfaction of the DigiLocker application using the System Usability Scale (SUS) method.
51.9
Average SUS Score
0
10
20
30
40
50
60
70
80
90
100
Worst Imaginable
Poor
OK
Good
Better
Best
NOT ACCEPTABLE
MARGINAL
ACCEPTABLE
Qualitative Insights from SUS Patterns
0
60
30
90
10
P1
P2
P3
P4
P5
P6
P7
P8
P9
P10
70
40
100
20
80
50
45
55
49.2
60
58
39.9
47
52
63
49
Visual Hierarchy Issues
User Confidence & Feedback
System status feedback was limited, users weren’t sure if actions succeeded.
No clear confirmation or success animations for major tasks.
Overuse of horizontal scrolling in top sections
Layout inconsistencies across screens (different button placements, uneven spacing).
An average SUS of 52 places the old DigiLocker app below the industry usability benchmark (68).
Users could technically complete tasks, but the app required effort, patience, and prior knowledge.
Complexity in Navigation bar
Many expected search on the home screen, not in the bottom navigation.
“Issued Documents” and “Drive” separation caused confusion users weren’t sure what was used for what.
Low Discoverability
Critical actions like View, Download, and Share were buried in menus.
Icons were unfamiliar
Analysis of HTA
Usability Rating (1-5)
0
1
2
3
4
5
Learnability
Efficiency
Memorability
Error
tolerance
Satisfaction
Usability Impact
Across the three tested workflows, users were able to eventually complete their goals, but with high effort, multiple steps, and low confidence.
Cross-Task Usability Problems
0.5
1.5
2.5
3.5
1
0
2
3
Navigation complexity
Severity Level (1 = Low , 3 = High)
Problem Type
Severity
High
High
High
Medium
Medium
Medium
Low–Medium
Low feedback clarity
Ambiguous labels/icons
Cognitive overload
Mobile
interaction
issues
Terminology mismatch
Slow perceived performance
User Flow
Information Architecture
DigiLocker contains multiple sections like Issued Documents, Uploaded Documents, Search, Profile, Add Documents, etc. but users found it confusing where to go for certain tasks.
Information Architecture helped us in-
Categorise content clearly
Define logical groupings and hierarchies
Ensure the navigation matched how users naturally think, not how data was .
Low Fidelity Wireframes
Mid Fidelity Wireframes
Landing page
More Documents
9:41
Search for “Aadhar Card”
Hello Akshara!
Welcome back to DigiLocker
Documents you might need
See all
DigiLocker Utility
See all
Issued Documents
See all
Authenticator
Verifiable Credential
Drive
Nominee
Govt. Employee
Driver’s Licence
My Consents
Vehicle Registration
X and XII Marksheet
Ration Card
My QR
My Activity
Profile
Issued Documents
More Documents
Home
Pan Card
12th marksheet
Voter ID
Added “Search Bar” at the top of the page, that allows user to search for documents faster, and also reducing the number of interactions.
Search for “Aadhar Card”
DigiLocker provides access to more than 5 Billion authentic documents
Most Popular Documents
States
See all
Categories
See all
9:41
Home
Profile
Issued Documents
More Documents
Static options for “most popular documents”
Added a button for UMANG app at the top.
Removed horizontal scrolling to static icons for issued documents.
Reduced Digilocker utility to 8 categories based on most relevance.
Instead of adding all the options in one screen, added a “see all” option for better categorisation
Added “More Documents” in the bottom Nav for easier access.
Issued Documents
Uploaded Documents
View
Search for “Aadhar Card”
Issued Documents
My Issued Documents (4)
DigiLocker 'Issued Documents' are at par with original documents as per IT ACT, 2000
9:41
Vehicle Registration Certificate
Ministry of Road Transport and Highways (MoRTH)
Driving Licence (DL)
Ministry of Road Transport and Highways (MoRTH)
PAN Card
Income Tax Department
Aadhar Card
Unique Identification Authority of India (UIDAI)
Uploaded Documents
My Issued Documents
Home
Profile
Issued Documents
More Documents
Search for “Aadhar Card”
Uploaded Documents
Uploaded Documents (2)
9:41
Uploaded Documents
My Issued Documents
Student ID_ Akshara
27/9/25 - 198 kb
property tax receipt_proof of residence
27/9/25 - 198 kb
electricity bill_ Proof of Residence
27/9/25 - 198 kb
Hospital Discharge Summary
27/9/25 - 198 kb
Employee ID_ Akshara
27/9/25 - 198 kb
Birth Certificate_Akshara
27/9/25 - 198 kb
rent agreement_residence proof
27/9/25 - 198 kb
Resume / CV
27/9/25 - 198 kb
Home
Profile
Issued Documents
More Documents
Documents in DigiLocker Drive are NOT treated as authentic original documents.
Search for “Aadhar Card”
Issued Documents
My Issued Documents (4)
9:41
Vehicle Registration Certificate
Ministry of Road Transport and Highways (MoRTH)
Driving Licence (DL)
Ministry of Road Transport and Highways (MoRTH)
PAN Card
Income Tax Department
Aadhar Card
Unique Identification Authority of India (UIDAI)
Uploaded Documents
My Issued Documents
Home
Profile
Issued Documents
More Documents
DigiLocker 'Issued Documents' are at par with original documents as per IT ACT, 2000
Added a tab for “My Issued Documents” and “Uploaded Documents”
Added a pop up option for View instead of it opening a new page
Added a tab “Download” “View” for quick access
Added “Thumbnail” and “Download” option
Thank You For scrolling!
Project by: Anubhuti & Pragya
चोर
bazaar
UXR and Web service design project for one of India’s oldest markets.
DigiLocker
Clarifying Purpose, Increasing Adoption
Enhancing user confidence through clearer onboarding, better feature discovery, and intuitive layout.
UX Evaluation
Heuristics
Design System
HTA
Redesign
About DigiLocker
DigiLocker is a digital document wallet initiated by the Government of India under its Digital India program.
The application aims to empower users by providing easy access to essential documents anytime and anywhere, reducing the need for physical copies.
key Features
Issued Documents
Fetch and store digital documents directly from registered government and private issuers.
Uploaded Documents
Upload and securely store scanned copies of legacy documents.
Digital Document Storage
Provides users with a secure personal cloud locker to store official digital documents (e.g., Aadhaar, PAN, Driving License, Mark Sheets, etc.).
Integration with Government and Private Agencies
Connected to various departments: CBSE, UIDAI, MoRTH, Income Tax, etc
About the project
This project documents a comprehensive user experience evaluation and redesign of the DigiLocker mobile application. The objective was to identify significant usability issues within the existing interface and propose data-driven design solutions to create a more intuitive and efficient user journey.
Design process
Empathise
Define
Ideate
Prototype
Testing
SUS Testing
Heuristic Evaluation
HTA
Information Architecture
User Testing
Wireframe
User flow
Identified Pain Points
Inconsistent design and navigation
Deep and repetitive navigation paths
Confusing terminology
Unclear document hierarchy
Poor error handling
Small tap targets and dense layouts
Lack of visual feedback
Lack of visual feedback
High cognitive load
System usability Scale
The objective of this test was to evaluate the overall usability and user satisfaction of the DigiLocker application using the System Usability Scale (SUS) method.
51.9
Average SUS Score
0
10
20
30
40
50
60
70
80
90
100
Worst Imaginable
Poor
OK
Good
Better
Best
NOT ACCEPTABLE
MARGINAL
ACCEPTABLE
Qualitative Insights from SUS Patterns
0
60
30
90
10
P1
P2
P3
P4
P5
P6
P7
P8
P9
P10
70
40
100
20
80
50
45
55
49.2
60
58
39.9
47
52
63
49
Visual Hierarchy Issues
User Confidence & Feedback
System status feedback was limited, users weren’t sure if actions succeeded.
No clear confirmation or success animations for major tasks.
Overuse of horizontal scrolling in top sections
Layout inconsistencies across screens (different button placements, uneven spacing).
An average SUS of 52 places the old DigiLocker app below the industry usability benchmark (68).
Users could technically complete tasks, but the app required effort, patience, and prior knowledge.
Complexity in Navigation bar
Many expected search on the home screen, not in the bottom navigation.
“Issued Documents” and “Drive” separation caused confusion users weren’t sure what was used for what.
Low Discoverability
Critical actions like View, Download, and Share were buried in menus.
Icons were unfamiliar
Analysis of HTA
Usability Rating (1-5)
0
1
2
3
4
5
Learnability
Efficiency
Memorability
Error
tolerance
Satisfaction
Usability Impact
Across the three tested workflows, users were able to eventually complete their goals, but with high effort, multiple steps, and low confidence.
Cross-Task Usability Problems
0.5
1.5
2.5
3.5
1
0
2
3
Navigation complexity
Severity Level (1 = Low , 3 = High)
Problem Type
Severity
High
High
High
Medium
Medium
Medium
Low–Medium
Low feedback clarity
Ambiguous labels/icons
Cognitive overload
Mobile
interaction
issues
Terminology mismatch
Slow perceived performance
User Flow
Information Architecture
DigiLocker contains multiple sections like Issued Documents, Uploaded Documents, Search, Profile, Add Documents, etc. but users found it confusing where to go for certain tasks.
Information Architecture helped us in-
Categorise content clearly
Define logical groupings and hierarchies
Ensure the navigation matched how users naturally think, not how data was .
Low Fidelity Wireframes
Mid Fidelity Wireframes
Landing page
More Documents
9:41
Search for “Aadhar Card”
Hello Akshara!
Welcome back to DigiLocker
Documents you might need
See all
DigiLocker Utility
See all
Issued Documents
See all
Authenticator
Verifiable Credential
Drive
Nominee
Govt. Employee
Driver’s Licence
My Consents
Vehicle Registration
X and XII Marksheet
Ration Card
My QR
My Activity
Profile
Issued Documents
More Documents
Home
Pan Card
12th marksheet
Voter ID
Added “Search Bar” at the top of the page, that allows user to search for documents faster, and also reducing the number of interactions.
Search for “Aadhar Card”
DigiLocker provides access to more than 5 Billion authentic documents
Most Popular Documents
States
See all
Categories
See all
9:41
Home
Profile
Issued Documents
More Documents
Static options for “most popular documents”
Added a button for UMANG app at the top.
Removed horizontal scrolling to static icons for issued documents.
Reduced Digilocker utility to 8 categories based on most relevance.
Instead of adding all the options in one screen, added a “see all” option for better categorisation
Added “More Documents” in the bottom Nav for easier access.
Issued Documents
Uploaded Documents
View
Search for “Aadhar Card”
Issued Documents
My Issued Documents (4)
DigiLocker 'Issued Documents' are at par with original documents as per IT ACT, 2000
9:41
Vehicle Registration Certificate
Ministry of Road Transport and Highways (MoRTH)
Driving Licence (DL)
Ministry of Road Transport and Highways (MoRTH)
PAN Card
Income Tax Department
Aadhar Card
Unique Identification Authority of India (UIDAI)
Uploaded Documents
My Issued Documents
Home
Profile
Issued Documents
More Documents
Search for “Aadhar Card”
Uploaded Documents
Uploaded Documents (2)
9:41
Uploaded Documents
My Issued Documents
Student ID_ Akshara
27/9/25 - 198 kb
property tax receipt_proof of residence
27/9/25 - 198 kb
electricity bill_ Proof of Residence
27/9/25 - 198 kb
Hospital Discharge Summary
27/9/25 - 198 kb
Employee ID_ Akshara
27/9/25 - 198 kb
Birth Certificate_Akshara
27/9/25 - 198 kb
rent agreement_residence proof
27/9/25 - 198 kb
Resume / CV
27/9/25 - 198 kb
Home
Profile
Issued Documents
More Documents
Documents in DigiLocker Drive are NOT treated as authentic original documents.
Search for “Aadhar Card”
Issued Documents
My Issued Documents (4)
9:41
Vehicle Registration Certificate
Ministry of Road Transport and Highways (MoRTH)
Driving Licence (DL)
Ministry of Road Transport and Highways (MoRTH)
PAN Card
Income Tax Department
Aadhar Card
Unique Identification Authority of India (UIDAI)
Uploaded Documents
My Issued Documents
Home
Profile
Issued Documents
More Documents
DigiLocker 'Issued Documents' are at par with original documents as per IT ACT, 2000
Added a tab for “My Issued Documents” and “Uploaded Documents”
Added a pop up option for View instead of it opening a new page
Added a tab “Download” “View” for quick access
Added “Thumbnail” and “Download” option
Thank You For scrolling!
Project by: Anubhuti & Pragya