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Easing access to school admissions under India's Right to Education legislation

Improved the parents' user experience for private school admissions under Right to Education's (RTE) section 12 (1) (c) by designing the digital interface, admission process rules, and training of administrators. Through extensive user research, prototyping, and collaboration with Uttarakhand Education Department to implement user-centric digital solutions, process design and grievance redressal systems we managed to increase the admission rate by 100% from 2018 to 2021.

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RTE  Portal Landing page

Problem: Back in 2019, it was the first time,  I worked with coders and designers. Based on my user research with citizens and government officials, I identified the digital interface as one the reasons behind poor form filling experience of citizens and the complexity of citizen-state interactions.

 

Solution: I designed the prototype of the landing page for citizens on paper and worked with coders to translate it onto the portal. The key features of the landing page are:
a.  Tutorial videos in Hindi for the application form and verification process for frontline officials to make information available in audio-visual medium. 
b. Helpline number scroll on top to ensure citizens call on the helpline and share problems. It made live grievance data available for identifying problem patterns

c. Instructions on rules and dates of registration for citizens in colloquial language popping up on the landing page. It made the interface simple and easy to use  and navigate. 

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Application status assessment feature

Problem: The previous version of the website only allowed parents to check their child's final results. The unavailability of application status on the platform prior to results led to high traffic of such queries on the official helpline. 
 
Solution: The Application Verification Status feature for parents enables assessment of  the status of application from the date of application to approval to school selection. This assuages parents's anxieties and reduces  government  helpline traffic. 

Result: It saved the time of the citizen and the government in managing grievance helpline traffic. The availability of the form application on the digital platform contributes to the transparency of administrative processes for citizens, thereby improving trust in the fairness of the student selection process. 

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Administrative action features

Problem: Frontline officials, hitherto, could only approve and reject school registration forms with seat and fees details for reimbursement by government. It bloated the official-school interaction span in case of incorrect details in the school registration form. 

Solution: The Edit and Recheck buttons allowfrontline assessors to edit details or send the command back to school for editing incorrect details. 

Result: The two extra buttons for frontline assessors allowed the schools to edit incorrect fields in their forms instead of filing the form from scratch post rejections. This reduced the time of interaction between officials and schools. Officials, tasked with processing 200-300 school forms per district within small windows of 10-15 working days, could improve the accuracy of school details in the backend. It eventually made accurate school information available in the student registration forms. 

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