Digital Service Redesign
Client Ministry of Public Administration
Role Service Design Lead
Transforming a fragmented public service into a single, coherent digital experience for 4.2 million citizens — reducing task completion time by 62%.
Challenge
A national public service ministry had accumulated 23 separate digital touchpoints over 15 years — each built by a different vendor with no unified design language or shared data model.
Approach
We began not with wireframes but with a service safari: two weeks riding with citizens through their actual journeys — to government offices, on mobile devices, in post offices, over telephone.
Result
A unified platform now serves 4.2 million citizens. Average task completion time dropped from 34 minutes to 13 minutes. Accessibility scores improved from 42 to 97 on the WCAG audit.
Process
