The Problem
The app’s copy was too formal, cluttered, and technical. Users struggled to complete tasks, especially in critical features like reporting issues in Jakarta. There was no English version, limiting accessibility.
What I Did
Reorganized menu structure and homepage content
Wrote bilingual, user-friendly copy for key flows
Renamed unclear features with intuitive labels
Developed tone of voice guidelines for consistency
Supported QA and design testing
Outcome & Impact
Usability test showed 100% of testers preferred the updated version
Bounce rate dropped by 20%
Session time increased by 25%
Positive user reviews highlighted clarity and ease of use
Contributed to long-term product content standards
What I Learned
Working on JAKI taught me how to translate complex civic systems into friendly, everyday language. I learned how to balance credibility and friendliness for government products while collaborating with diverse stakeholders under time pressure.