Israel’s citizens’ personal area - From Chaos to Peace
How we made government services easy and available to everyone.
Product Strategy
Messaging
UX
UI
Motion
Design System
The Bureaucratic Challenge
The Israeli government offers a large variety of health, welfare, and employment services and benefits to its citizens. Obtaining those services and their benefits, however, had become quite a bureaucratic headache. Users often experienced unclear procedures or were presented with irrelevant information.
Some government processes had moved online, while others still required the delivery of information in a hard copy or fax. Thanks to the large disparate network of systems and antiquated technology, operational difficulties and delays ensued, and the government’s public image suffered.
From Strategy to Launch
Define & Research
Research
User Interviews
Stakeholders interviews
Best Practices Research
Insights
Analyze
Personas
User Journeys
Design Sprints
Ideation
Design Concepts
Prototype
Concept Design
Usability Testing
POC Development
Detailed Design
DSM
Design Guidelines
Micro Animations
Micro Copy
Behaviours Definition
Deliveries & Development
Implement
More Government Services
Usability Testing
User research revealed
All the studies, interviews, surveys and workshops indicate that there was a need among the public for a complete digital solution, concentrated in one place and accessible in a simple and user-friendly manner tailored to the personal and business needs of the citizen.
“I honestly cannot figure out what forms are required to obtain my restaurant license. Each time I think I’ve completed the process I receive a message I’m missing another form. “
Sivan Avni, Restaurateur
Business owners find it difficult to know all the information needed for the day-to-day running of the business, which adds a bureaucratic and economic burden. Despite the desire to do everything by myself, it is not always possible.
Anat Klein, Importer
“There is no connectivity between government offices. The same form has to be submitted separately to each office. I don't import certain merchandise because of the bureaucracy”
Zachi Sela, Importer
“Notarized documents still require a physical stamp. Without support for a digital signature, internal legal processes are tiresome and often delayed.”
Shelly Perel , Lawyer
Life events based approach
All the studies, interviews, surveys and workshops indicate that there was a need among the public for a complete digital solution, concentrated in one place and accessible in a simple
Wireframing
We designed a single platform from which users can digitally submit their documents and apply for service. By creating an individual user log-in section, users can now easily access and share personal identification documentation such as birth ID cards, high school diplomas, employment information and enjoy quick and seamless service.
A single digital solution
All the studies, interviews, surveys and workshops indicate that there was a need among the public for a complete digital solution, concentrated in one place and accessible in a simple
A comprehensive design system
Go check it out!
Citizens will be able to receive reminders for payments, renewal of expiration licenses, receipt of reports and actions. In addition, The user will have access to all relevant documents, certificates, and licenses such as business licenses, high school diplomas, gun permits etc. The user can also upload required documents and will get personalized information about legal rights and benefits.
