State Government Agency
Citizens seeking routine government services were required to visit physical offices and complete paper forms, creating long wait times and administrative backlog.
The agency needed a digital solution that met government security and accessibility standards while integrating with an existing internal case management process that could not be replaced outright.
We reviewed existing case management workflows and conducted accessibility-focused usability sessions with citizens across different age groups and technical comfort levels.
Rather than replacing the internal case system, we designed an integration layer so the new citizen-facing portal fed directly into existing agency workflows.
The portal was designed with plain-language instructions, large touch targets, and multi-language support considerations to serve the broadest possible citizen base.
We built a secure submission and tracking portal with authentication, status notifications, and an integration API connecting to the agency's internal systems.
The platform launched with a limited set of service categories first, expanding to additional service types after initial usage and feedback review.
Designing for the least tech-comfortable citizen first — rather than the average user — made the platform genuinely accessible rather than accessible on paper only.
