Faster bill comprehension
Higher accessibility for diverse users
UX research
Information Design
Instead of clarity, the old BEST bill triggered confusion, calls to customer service, and frustration. Even something as simple as “How much do I pay?” wasn’t obvious.
With English + Marathi side by side, bold highlights for key info, and simplified structure, the new bill feels less like paperwork and more like communication.
Interviewing citizens across age, literacy, and language levels to understand their frustrations. From there, I audited legacy bills, mapped their structure, and translated insights into wireframes in Figma. Each iteration was tested with real users, refined for compliance, and reviewed with BEST stakeholders
Clarity beats creativity
Yes! government documents can be redesigned
Usability testing with actual citizens will always help never skip it
Ads help keep the bills printing cost low ;p