Increased Permit Process Completion Success Rate by Guiding Users on a Custom Government Web App

Copy Link

A government agency struggled to increase the success rate of applications for borewell permits due to a complex online process. By leveraging Whatfix’s in-app guidance and analytics, the agency enhanced the user experience, reduced errors, and significantly increased the number of successful submissions.

Home and commercial property owners were required to apply for borewell permits through a government web app. The application process involved a lengthy, 7-step journey, with the "title search" and "work location" steps being the most critical and mandatory for completion. The agency aimed to increase the number of successfully submitted applications and reduce errors in the application process. However, fewer applications were being submitted, and those that were submitted often contained inaccuracies or incomplete information. This led to significant application audit work, increased costs, inefficiencies among employees, long submission-to-approval times, low adoption of the online application, and a poor citizen experience.

Whatfix Analytics was used to set up and track specific User Actions on key steps of the application submission process. Data revealed that only 27% of applicants reached the ‘title search’ step and only 22% reached the ‘work location’ step. Based on these insights, targeted in-app Flows were created to guide applicants step-by-step through the application submission workflow. Smart Tips were deployed to provide context-sensitive help when users hovered over high-friction fields and buttons, explaining how to enter the correct data and complete mandatory fields.