As part of the projects to achieve a digital platform government (DPG), the Ministry of the Interior and Safety (MOIS) worked with the Korea Railroad (Korail) to improve the UI* and UX** of Korailtalk, a railroad service app widely used in Korea.
* User Interface: menu layouts and components through which users access services
** User eXperience: a full range of users’ responses and experiences about the overall aspects of services 

Prior to the full-fledged innovation of public web/app UI and UX to facilitate citizens’ use of digital public services, the ministry launched a pilot project to test its UI/UX innovation model and determine the direction of its innovation to apply and disseminate in the future.

In August 2022, Korailtalk (app) and Government24 (website) were selected for the pilot project. A project advisory group was formed with experts from the private sector and the relevant institutions including the National Information Society Agency (NIA) to identify items for improvement, set up plans to verify usability, and discuss other issues.
The ministry also implemented a survey to compare the public preference for the UI/UX before and after the improvement, and cast a wide net to hear public and expert opinions, including the 2030 Youth Advisory Group.

The improvements for Korailtalk include the redesigned loading screen and popup windows for easier access and better visibility, as well as the reorganization of the content on popups to help users understand the information they need faster.

The top and bottom sections of the app screen were improved for consistency, and the menu display was changed to include an outline so that the icons selected by the user are clearly highlighted.

 

 

In addition, the booking, discount, train pass, and tour menus were improved for consistency, etc. by simplifying the layout and adding images, so that users can quickly access and utilize the information about the services they need.

The MOIS will comprehensively review the outcomes of the pilot project along with public/expert opinions and best practices of leading countries before launching the full-fledged innovation of public web/app UI/UX in 2023.

The innovation will include developing standards for easier access to sign-up, sign-in (login) and other UI/UX elements shared by various public websites and apps, and helping various organizations to use and apply those standards.

The ministry will activate a design team for intensive technical support to apply and promote the use of the new improved UI/UX among public web/app services widely used by Koreans.

The MOIS will also form a Citizens Evaluation Group to evaluate the usability of public web/app services and build a process to incorporate their feedback to the relevant standards, so as to ensure their continued alignment with the public’s opinions.

 

Source: Digital Service Policy Division of MOIS