Moi Documenty (My Documents) is a network of Multifunctional Service Centers (MFC) in Russia, offering public services: issuing of passports and other personal documents, registration of property, businesses, birth and marriage certificates and many more in one place.
I helped design ticket management interfaces for local branch employees and city-wide administrators.
We received this project while working at another company. Initially, the project was in poor condition. Work had been started on it but was interrupted for some reason. The situation was further complicated by very strict internal rules regarding UI components. Some components were ready but needed refinement.
However, the project was interesting because it often required finding non-obvious solutions within very tight deadlines. It provided me with a complete cycle of interaction with government structures.
Due to a very strict NDA on this project, I cannot share any information regarding statistics, numbers, or processes. Only the layouts that I've been working on.
Administrator oversees all branches in the city. They need to see the whole picture on the branches’ current capacity, wait and service times.
Main page of admin panel. On the top there are overall stats on the average tickets per workstation, average and maximum waiting and service times.
Below there is a list of branches with current capacity, tickets amount and timing stats.
Branch view with stats at the top and the list of service areas (passports, birth and marriage certificates etc.). By default secondary info views are collapsed .
In the branch page, we've worked on several major blocks:
All tickets are grouped by service areas. By clicking any service area in the list, admin can see the list of tickets and open any ticket’s history: when it was used, which workstation worked with it etc.
This is a main view of the branch employee.
At the top there is a current employee’s profile and controls to close the shift and change profile.
At the left — service areas for this workstation with wait times and below — list of prior appointments.
At the right — current ticket info and controls.
When user logged in to the console, but currently using some other tools, at the bottom of the screen we show a floating panel with current ticket status and timing.
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The calendar includes 2 views: List view (on the left) and Grid view (on the right).
The process of creating an Appointment consists of 4 stages
Besides the main views, there are multiple tools for administrators: branch and user management, user permissions and roles, branch groups, services and service ares and even tools to control the touchscreen ticket machine menus in branches.
