Project Background and Key Objectives
One of the national platforms focused on the labor market sought to enhance its digital experience in alignment with the ambitions of the Digital Government Authority. Despite its pivotal role as an enabling platform, the user experience faced challenges related to ease of navigation, speed of service delivery, and consistency of the digital journey, which was reflected in its ranking on the Digital Experience Maturity Index.
Key Challenges Identified During the Assessment:
- Weak integration between technical and operational teams.
- Absence of precise performance indicators to measure user experience.
- Inconsistencies in procedures and policies among partner entities.
- Technical challenges that affected service flexibility.
Methodology Applied
The Hawaz team worked with the entity on a comprehensive review based on four main pillars:
- User Experience: Analyzing user journeys and identifying improvement opportunities.
- Complaint Handling: Reviewing mechanisms for receiving and addressing feedback.
- Technologies and Tools: Assessing the digital infrastructure and supporting systems.
- Beneficiary Satisfaction: Measuring user perceptions and linking them to clear performance indicators.
In addition, more than 40 key touchpoints were analyzed, actionable recommendations were documented, and a flexible implementation plan was developed to ensure sustainability and alignment with the Digital Government Authority’s standards.
Project Impact
- The platform advanced from 18th place out of 24 entities in 2023 to 5th place out of 52 participating entities in 2024.
- In 2025, with the introduction of a new index dimension focused on digital inclusion—ensuring equitable and easy access to services for all user groups—the platform achieved first place.
- Enhanced usability across more than 40 high-impact user interaction points.
- Rebuilding the digital journey to reflect beneficiary needs and support national digital transformation objectives.
