Some government apps work… technically.
They don’t crash. They pass approval. They tick the boxes.
But citizens still won’t use them.
Why? Because they’re confusing.
Menus are buried. Navigation is a guessing game. The flow feels like it was built by committee (because it probably was).
Even a solid, well-intentioned app fails if people can’t figure it out. That’s why every public-facing app should go through a government app usability audit, especially before launch (but definitely after, too).
Let’s walk through how this works, and what we’re actually looking for.
What Is a Usability Audit?
It’s not a redesign. It’s not QA testing. And it’s definitely not about pointing fingers.
A usability audit is a clear, fast process to answer one core question:
“Can a regular person, with no training, use this app easily and confidently?”
We assess how the app flows, where users get stuck, and how intuitive each screen is.
Think of it like secret shopping your own mobile experience, through the eyes of your least tech-savvy citizen.
Top Issues We See in Government Apps
We’ve done this dozens of times. The patterns are painfully consistent:
- Too many taps to do something basic
- Menu items labeled like internal departments, not real-world actions
- Icons with no meaning
- Onboarding flows that feel like paperwork
- Key actions buried three layers deep
- Dead ends (no feedback, no success screens)
The kicker? Most of these apps work fine technically… but they fail at feel.
How to Test Your App Like a Citizen
Before we even get into our audit process, here’s a fast DIY approach:
- Hand your phone to someone outside your team (a friend, parent, or your neighbor)
- Give them a task: “Report a streetlight outage” or “Find a recycling pickup date”
- Watch, without helping, as they try to do it
You’ll know pretty quickly where things fall apart.
That’s what we do at scale, with a tested framework, best practices, and citizen-centered lenses.
Audit Checklist: What We Review
Every audit we do includes a full review of:
✅ Navigation clarity: Is it intuitive or a scavenger hunt?
✅ Labeling & naming: Do the buttons say what they do?
✅ Task completion flow: How many taps to finish something?
✅ Feedback cues: Do users know when they’ve succeeded?
✅ Accessibility flags: Can this be used by everyone (contrast, tap zones, screen readers)?
✅ Content clarity: Plain English or government-speak?
We annotate your screens, flag issues, and provide clear fixes… without fluff.
Fixing Confusing Flows and Friction Points
Once you know what’s not working, you don’t need to burn it all down. You just need to make the experience easier:
- Rename buttons to match intent (“Pay My Bill” > “Utility Payment Portal”)
- Move high-value actions to the homepage
- Reduce unnecessary steps in common flows
- Use progress indicators and clear success messages
- Kill the dead ends
Small changes, big results.
Before-and-After: What a Usability Fix Looks Like
A mid-sized city asked us why nobody was using the “Report an Issue” feature, even though the app had 4,000 downloads.
We audited the flow. Here’s what we found:
- The “Report” button was buried under “More”
- The form had 9 required fields (including things like “Location ID”)
- No success message after submission
We simplified it:
- Moved “Report an Issue” to the homepage
- Cut the form to 3 required fields
- Added a visual “Success” screen
Result:
Submissions increased 300% in 30 days.
No redesign. Just smart usability fixes.
Let’s Audit Your App’s Usability (Free)
If you’re asking, “Why aren’t people using our app?”, this is the answer.
We’ll run a usability audit, flag the problem areas, and show you exactly what to fix to create a smoother, more citizen-friendly experience.
👉 [Book a free usability audit]
Clarity wins. And right now, your app might just be one clear flow away from actually working.
P.S. A Quick Bonus If You Read This Far 🍪
Here’s something most teams never consider:
🧠 Humans avoid friction. It’s science.
According to behavioral researchers like BJ Fogg, people don’t take action because it’s important. They take action because it’s easy. This is the essence of behavioral science:
Motivation + Ability + Prompt = Behavior
Your app might be useful. It might even be beautifully designed.
But if using it feels like work? People won’t do it.
That’s why frictionless flows, clear language, and smart UI matter so much.
A good usability audit isn’t just UX, it’s behavioral design. It removes resistance, simplifies action, and aligns your app with how humans actually decide.
So yeah… usability isn’t a “nice to have.” It’s the unlock.