Defensoria Pública do Paraná

What is Defensoria Pública

The Defensoria Pública (Public Defender’s Office) is a public institution in Brazil that provides free legal assistance to people who cannot afford a private lawyer. Unlike the U.S. concept of a “public defender,” which is typically limited to criminal cases, Brazil’s Defensoria Pública covers a much broader range of legal matters, including family law, consumer rights, housing, health, and civil disputes, in addition to criminal defense. Each Brazilian state has its own Defensoria Pública; the one referenced here is the Defensoria Pública do Estado do Paraná (DPE-PR).

Who are the main users

The institution serves people in situations of social vulnerability, specifically those with a family income of up to three minimum wages. Many of these users face real barriers to accessing services in person, including the cost of transportation, limited availability during work hours, and, in some cases, limited familiarity with digital tools or lack of internet access altogether. The service is designed to reach a population that often cannot easily travel to a physical office or navigate bureaucratic processes on their own.

The Challenge

The Strategy

After analysing the existing system and mapping its constraints, the primary approach was to reorganize the input fields into a more intuitive sequence that aligns with how users naturally provide information, reducing cognitive load throughout the registration flow.

Beyond structure, several UX principles guided the redesign: visibility of system status, giving users a clear sense of progress and reducing uncertainty. Error handling was also reworked, with more precise and actionable feedback signifiers replacing vague or unhelpful messages. Finally, all copy and microcopy were rewritten from the ground up, adopting a tone of voice that is warmer, more empathetic, and oriented toward guiding the user.

Process

Before and After

Old system

Redesigned system

Desktop-first layout

Mobile compatibility and responsiveness as a top priority

UX insight based on data: in Brazil, 65% of the population accesses the internet only via smartphones, and in economic classes D and E (lower income brackets), this percentage is even higher, at 87%. Since the Public Defender’s Office serves people in social vulnerability, making the website optimized for the best possible mobile experience was identified as a top priority.

Data source: TIC Domicílios 2025

Input fields with no categorization or grouping

Clearly labeled sections organizing fields into logical, named steps

No indication of system status

Step indicator providing users with a clear sense of progress and completion

Unhelpful text and redundant instructions

Fully rewritten copy with an empathetic tone: helpful and direct, without being patronizing

Confusing and unhelpful alert messages

After entering your national ID number (CPF), if the system doesn’t recognize it, it displays a message styled like an error, saying “I couldn’t find your registration.” The message then asks you to double-check the number you entered, and only at the end does it acknowledge that you might be a new user.

UX insight: The system induces anxiety in users who simply wanted to register, making them feel like they’ve done something wrong when no error actually occurred.

Redesigned flow that minimizes unnecessary friction and delivers clear, actionable messages

UX improvement: Now, if the system identifies that you have an account, it will ask for your password. If not, it will redirect you to the registration form.

Results