Adoption Research
Research-Driven Service Design for Supporting the Adoption Journey
Role
UX Designer · UX Researcher
Duration
cca. 9 months
Domain
e-Government · Digital Citizen Services
Focus Areas
UX research · service design · information architecture · life-event-based design · concept development
Overview
Adoption is one of the most complex and emotionally sensitive life events a citizen may encounter. The goal of this project was to develop a digital service concept that would help prospective adoptive families better understand the process, navigate administrative requirements, and reduce uncertainty throughout their journey. The project was carried out as part of the DIMOP PLUSZ-1.3.9-23 program, supporting the development of life-event-based citizen services.
Rather than redesigning an existing system, the project focused on mapping the adoption journey, understanding user needs, and creating a research-driven UX concept.
Problem
Research revealed that the greatest challenge in the adoption process was not the legal or administrative system itself, but the fragmentation of information and the lack of process transparency. Participants often did not know how to get started, which institution to contact, what documents would be required, or what to expect in the next stages of the process.
Many prospective adoptive parents relied on community groups and online forums rather than official sources to gather information. Additional recurring issues included inconsistent communication from institutions, long waiting periods, and persistent uncertainty throughout the process.
The research also highlighted that adoption is far more than an administrative procedure—it is a deeply emotional life event. While the existing system primarily operates from an administrative perspective, users expect guidance, support, and human-centered communication.
User journey
Research & Insights
The project was built upon exploratory UX research. We conducted in-depth interviews with adoptive parents and subject-matter experts, carried out desk research, analyzed experiences shared on social media platforms, and performed benchmark research of both domestic and international solutions.
I played an active role in conducting interviews, with a particular focus on uncovering both the emotional and administrative challenges experienced by participants.
Research Methods
The biggest barrier is getting started.
Information is scattered across multiple sources.
Adoption is emotionally far more demanding than the current system acknowledges.
The lack of status tracking creates ongoing uncertainty.
Users think in terms of life situations, not institutions.
These insights clearly pointed toward a life-event-based design approach.
Research summary
Design
Following the synthesis of research findings, we organized stakeholder workshops and Design Studio sessions, collaborating with IdomSoft to prioritize problems and define potential UX directions.
One of the primary design goals was ensuring that users would experience a coherent journey rather than a collection of disconnected administrative tasks. To achieve this, we developed an information architecture covering the entire adoption process, created user flows and mid-fidelity wireframes, and later transformed these into detailed interface designs.
The visual design was based on the DÁP Design System, ensuring that the concept aligned with the broader ecosystem of government digital services.
User flow
Solution
The final concept centered around a life-event-driven digital experience designed to support users throughout the entire adoption journey.
Key Features
Clear, step-by-step information architecture
Process visualization and status-tracking logic
Context-sensitive guidance and checklists
Plain-language, human-centered communication
Educational content and FAQs
Mobile-friendly content structure
The objective was not merely to provide information, but to create a service experience that reduces anxiety, builds trust, and supports users throughout every stage of the adoption process.
Végleges UI
Usability Validation
After the final interface designs were completed, we conducted moderated usability tests to validate the concept. The study involved six participants with different backgrounds and levels of experience related to the adoption process. The sessions were conducted across desktop, tablet, and mobile devices using the think-aloud method to identify navigation issues, content-related uncertainties, and gaps in users' understanding.
Key Findings
Participants quickly understood the three-stage information architecture and found it intuitive and easy to follow.
The document lists and checklist-style content were consistently perceived as practical and helpful.
Several participants assumed that the adoption process could be initiated online. To address this misconception, we moved the information about in-person initiation higher in the content hierarchy and made it more prominent.
Participants were often unsure which post-adoption administrative tasks were handled automatically and which required their own action. Based on these findings, we refined the content structure to make these distinctions clearer.
Results
The project delivered a research-based mapping of the complete citizen adoption journey, along with a life-event-driven digital service concept. The research uncovered key pain points, user needs, and opportunities where digital services could provide meaningful support to affected families.
Deliverables
Comprehensive research and insight documentation
A structured lifecycle model of the adoption process
Core user flows and information architecture
UX concepts and interface designs based on the DÁP Design System
The concept was validated through six moderated usability testing sessions. The results confirmed the effectiveness of the life event–based information architecture while uncovering opportunities to improve content clarity. Iterating on these insights helped reduce uncertainty and made the adoption journey easier for users to navigate.
The project contributed to reframing adoption from a series of administrative tasks into a complex life event, while also establishing a shared understanding of user challenges among project stakeholders.
Learnings
One of the most important lessons from this project was recognizing that emotional factors often have a greater impact on user experience than functionality itself. During the adoption process, uncertainty, waiting, and information gaps place a significant burden on families. As a result, digital services must do more than simply inform—they must actively support users.
The project reinforced the value of life-event-based design and demonstrated how deep qualitative research can uncover the human needs that form the foundation of truly meaningful digital solutions.
