Public Sector Mobile App

Project Showcase: GRSIA E-Service Portal (Web & Mobile)

Role

Senior UI/UX Designer & Graphic Designer (Focusing on Digital Government Services, Accessibility, and Multi-Platform UX)

Overview

This project involved the comprehensive redesign and development of a mission-critical public service platform for a government agency. The goal was to consolidate various citizen services, forms, and information into a unified, secure, and user-centric digital experience accessible via both a full web portal and a dedicated mobile application.

The Design Challenge

Designing for the public sector requires overcoming unique hurdles related to security, trust, and universal access. Key challenges included:

Ensuring Trust and Security: Designing high-friction (secure) login, registration, and payment flows that feel professional and trustworthy to the citizen.

Complex Information Architecture (IA): Structuring a vast number of diverse, often interconnected government services (e.g., permits, licenses, payments, official documents) into a simple, logical navigation system.

Multi-Platform Consistency: Maintaining a unified brand and experience across the high-detail web portal and the simplified, task-focused mobile app.

My Design Process & Key Contributions

My approach prioritized citizen needs, focusing on clarity, ease of use, and security:

1. UX Strategy & Citizen Journeys

Mobile-First Task Flow: Designed the mobile app to be hyper-focused on high-frequency tasks (e.g., quick payments, status checking), ensuring minimum taps and maximizing efficiency on the go.

Dashboard Prioritization: Developed a personalized citizen dashboard that intelligently surfaces relevant next steps, expiring documents, and recent activity, reducing the need to search for information.

2. Security & Trust Design

Authentication UX: Designed a highly secure yet friction-optimized login process, clearly communicating security protocols and minimizing visual clutter to build user confidence in handling sensitive data.

Error Prevention: Implemented proactive form validation and clear, non-technical error messaging to guide users successfully through complex application forms.

Accessibility Compliance: Ensured all UI components met minimum contrast ratios, and designed clear, scalable text and interactive elements. The web portal included easily accessible controls for text resizing and language switching (e.g., RTL/LTR support).

Design System Contribution: Created a reusable component library (for forms, tables, alerts, and navigation patterns) that ensured design consistency across both the web and mobile applications, streamlining development handoff.

Tools Used

Figma: Wireframing, comprehensive prototyping for both web and mobile, and maintenance of the digital design system.

Adobe CC: Graphic asset creation and official document template design.