A government entity in the industrial sector
Project Background and Key Objectives
With the launch of a new digital portal under the digital transformation program, a government entity in the financial sector took a significant step toward digitizing its services and processing requests electronically. However, the initial launch revealed technical and operational challenges that affected beneficiary satisfaction and the clarity of the digital user journey.
The Challenge:
- Difficulty in usability and navigation within the portal.
- Lack of clarity in application pathways and exception cases.
- Inconsistency in user experience quality across different portals.
- Weak satisfaction measurement tools and the absence of unified design and operational standards.
Methodology Applied
First: Diagnosing and Improving the Main Portal
- Conducting a comprehensive user experience assessment.
- Reviewing more than 800 pages, including policies, procedures, and digital interfaces.
- Identifying and implementing over 35 short-term improvements.
- Developing an integrated improvement plan covering content, processes, and technical aspects.
Second: Expanding Improvements to 7 Additional Portals
- Using advanced analytics tools such as Hotjar to evaluate performance.
- Redesigning processes, forms, and user interfaces.
- Establishing unified digital experience standards and guidelines.
- Designing operating models that enable internal teams to sustain improvements independently.
Project Impact
- Improved user experience across 7 digital portals within five months.
- Development of operating and design models that reduced errors and increased efficiency.
- Empowerment of internal teams to independently continue improvement efforts.
- Alignment of the digital experience with technology, governance, and regulatory requirements.
