Municipality of Rotterdam
Stapwijs
StapWijs is an accessible mobile app that helps low-literate migrants independently complete municipal tasks. Through an AI chatbot, step-by-step guidance, and simplified language, the app bridges the communication gap between citizens and local governments.
Project overview
StapWijs is a digital tool designed to empower low-literacy migrants in the Netherlands to manage their municipal affairs without assistance. Developed in response to language barriers and lack of accessible information, the app answers a real-world need by helping users navigate bureaucratic processes that are often overwhelming and confusing. It aims to bridge the gap between citizens and local government for a more equitable, independent civic experience
How it works
The interactive prototype allows users to indicate their language preference and accessibility needs, creating a welcoming environment from the start. StapWijs demonstrates how complex municipal procedures could be broken into clear, logical stages using easy-to-understand instructions, supportive icons, and options for translation or audio playback. With interactive guidance and help features including a chatbot and contact options the design shows how anyone, regardless of literacy or technical skills, could potentially complete government tasks independently.
Research
Our research for StapWijs began with extensive fieldwork and interviews to understand the daily barriers faced by low-literacy migrants when using municipal services. We discovered that shame and language barriers often prevent people from seeking help, resulting in confusion, missed opportunities, and a reliance on others for official tasks.
To truly address these challenges, i focused on deep participant involvement, using methods like user journey mapping, direct feedback, and prototyping in both digital and paper formats. Throughout the process, user testing and practical usability sessions were central providing actionable insights and highlighting what worked, what didn’t, and which features truly boosted confidence in independent task completion
Insights
Shame prevents asking for help
Complex official communication creates confusion and stress:
Simple, step-by-step guidance increases independence:
Persona's
Low - Mid Fidelity
Building on the previously created wireframes, I developed a prototype in grayscale to enable unbiased testing alongside another version. Omitting color ensured that users’ feedback focused solely on layout and functionality, not visual preferences. For this mid-fidelity prototype, my main priority was clarity and ease of use, resulting in a design that was straightforward and highly understandable for testers
Branding
Logo
Because the app was designed as part of the Municipality of Rotterdam ecosystem, the city logo was not changeable. However, we could develop a unique brand identity for both the app and GEM, the digital assistant. Ultimately, i chose to represent GEM as a friendly robot, symbolizing reliable support someone who “has your back” and is always ready to help.
Collors
Various color combinations were tested during the design process, but the official Gemeente Rotterdam color scheme proved the most effective. Using the municipality’s established colors created a clear visual connection to the city, helping users instantly recognize the app as a legitimate and trusted extension of official services.
High Fidelity Prototype
The high-fidelity prototype for StapWijs was fully designed to reflect the look, feel, and interactions of a real municipal service app. Every detail—colors, icons, spacing, and typography matched the official Gemeente Rotterdam house style, creating immediate trust and recognizability. This prototype offered a seamless experience: screens were clickable, transitions felt natural, and real interface content was included to simulate final use as closely as possible
With the high-fidelity prototype, we could test advanced features such as multi-language support, in-app guidance with the GEM robot assistant, and dynamic feedback for users. It allowed stakeholders and testers to grasp exactly how the app would work in practice, helping refine interaction flows and spot usability issues specific to the target audience. This attention to realism and detail ensured that both accessibility and visual clarity were prioritized.
User testing
User testing for StapWijs involved real users from the target audience as well as feedback from design mentors. Participants interacted with both mid- and high-fidelity prototypes, allowing us to observe which features were intuitive and which aspects caused confusion. Testers were encouraged to “think aloud,” describing their experience as they navigated steps like setting a language or completing forms.
It was nice to see how far you’ve come and what’s left to do, but it wasn’t clear if you could take a break or if your progress would be saved.
The interface is easy to read throughout the entire application.
The introduction screen was helpful. I liked having the option to skip it.
It’s good that the chatbot provides clear suggestions, but sometimes there were too many options at once.
Reflection
Navigating Design Constraints
This project challenged me to work within the visual identity of Gemeente Rotterdam, balancing strict branding requirements with creative problem-solving. I learned the importance of adapting my design approach, exploring different colors and visual styles, and ultimately choosing the official palette to build trust and recognizability for users.
Iterating Through Prototyping
Working step by step from wireframes to high-fidelity prototypes taught me how vital it is to test, refine, and simplify designs at every stage. Receiving user feedback, exploring navigation paths, and conducting AB-tests helped me create a solution that was easier to use and more accessible for everyone.
Designing for User Independence
Most importantly, this project reinforced how thoughtful design can empower users. By focusing on simple instructions, visual clarity, and intuitive guidance, I aimed to help low-literacy migrants manage official tasks confidently and independently.
