UI (user interface): how visual solutions help residents use digital services
UI (short for User Interface) is the user interface, or all visible and interactive website or system elements through which a person performs actions. These are buttons, menus, form fields, search, icons, colours, fonts, tables, messages and other visual components. In other words, UI is what the user sees on the screen and what they directly interact with.
A good user interface is not just a matter of aesthetics. It helps people quickly understand where to click, how to find information and how to complete an action without errors – submit an application, register for a service, fill in a form or contact the organisation. In the public sector, this is especially important because websites are used by very different people: parents of schoolchildren, senior citizens, business representatives, tourists, visitors to cultural institutions or residents looking for municipality services.
What does UI include?
User interface covers all the elements that shape the user experience at a visual level. This is not just the overall design style, but also specific solutions that determine whether the website is easy to use.
- Navigation and menus – a clear website structure helps the user understand where they are and how to reach the information they need. On municipality, school, library or museum websites, the menu must be logical, consistent and uncluttered so that the most important sections can be reached without a long search.
- Buttons and links – they must be easy to notice, clearly marked and understandable. For example, instead of a vague “Click here”, it is better to use texts that describe a specific action, such as “Register for a visit”, “Submit an application” or “Download the form”.
- Forms – on public-sector websites, these are often one of the most important interface elements. If form fields are clearly labelled, understandable error messages are provided and it is clear what data is required, the user can complete the process more quickly and accurately.
- Colours, fonts and visual hierarchy – these elements help distinguish important information from secondary information. Appropriate contrast, a sufficient font size and consistent use of headings are important not only for aesthetics, but also for accessibility.
- Messages and feedback – the system must clearly show what happened after the user’s action. For example, after submitting an enquiry, it is useful to show confirmation, and if an error occurs, to explain clearly what needs to be corrected.
Why is UI especially important in the public sector?
Public-sector websites are not just for representation. They often perform a practical function: through them, residents search for contacts, register for services, read legal information, book appointments, submit documents or view public notices. If the interface is confusing, residents may not find important information or may give up using the digital service.
For example, on a municipality website it is important to quickly find social services information, waste collection schedules or administrative service forms. On a school website, users should be able to clearly see admission deadlines, education documents, timetables and contacts. On museum or library websites, it is important to easily find the events calendar, opening hours, ticket or registration information.
Good UI principles
An effective user interface is based on several key principles, which are especially relevant when creating websites for public-sector organisations in the European Union.
- Clarity – the user must immediately understand what they can do and where to find the information they need. The fewer ambiguous titles and unnecessary options, the easier it is to use the website.
- Consistency – the same button styles, heading structure, use of colours and recurring components help users understand the system more quickly. If the same actions look different on different pages, the user may become lost.
- Accessibility – UI must be convenient for people with disabilities or temporary difficulties using the website. This means sufficient colour contrast, keyboard access, clear form labels, a comprehensible content structure and compatibility with assistive technologies in line with WCAG requirements.
- Simplicity – public-sector websites do not need excessive effects or complex animations if they get in the way of completing an action. A simple interface is often more effective, especially when the user comes to complete a specific task.
- Trust – a tidy, professional and consistent interface strengthens the organisation’s credibility. It is important for residents to see that the website is maintained, secure and clearly presents information about data processing and service delivery.
UI and GDPR, accessibility and compliance requirements
When creating a user interface for the public sector, it is important to think not only about appearance, but also about compliance with legislation and standards. If the website collects enquiries, registrations or other personal data, the forms must be clear, understandable and include only the fields that are truly necessary. This helps to comply with GDPR principles, especially data minimisation and transparent information provision.
It is also important to ensure that the user interface meets digital accessibility requirements. For public-sector institutions, this is not an additional feature – it is an essential part of a quality service. If buttons are too small, text is hard to read, and forms do not work with a keyboard or screen readers, some residents may be unfairly excluded from services.
UI and UX: what is the difference?
UI is often mentioned together with UX (user experience), but they are not the same. UI is responsible for how the system looks and how its elements are presented, while UX covers the broader question of how a person feels using the whole service from start to finish. In practice, good UI is an important part of good UX, because even a useful service can be inconvenient if its interface is unclear.
In short, a good user interface helps public-sector organisations be understandable, accessible and trustworthy. When website design is created with real residents’ needs in mind, digital services become simpler and institutions closer to people.