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OVERVIEW
In alignment with Vision 2030 and the National Digital Transformation Strategy by the DGA, government entities are working to unify fragmented digital platforms to improve efficiency, enhance beneficiary experience, and ensure sector-wide integration.
A major challenge was finding a capable partner to lead this transformation, UXBERT Labs proudly supported key government entities, addressing issues like inconsistent experiences, duplicated services, and high operational costs. By consolidating digital platforms, UXBERT Labs helped deliver seamless, user-centric services strengthening Saudi Arabia's global digital leadership.
reflecting of research, service coverage, engagement, and platform development across multiple sectors.
Research-related activities conducted
Services & Beneficiaries covered
Engagement touch points
Total digital platforms
A comprehensive inventory of UI components and patterns enabling consistent, scalable digital product development.
sub-design components
sub-design components
primary design components
design patterns
The entities faced a strategic and operational challenge due to the existence of multiple digital platforms spread
across sectors and services, each built in isolation without a unified framework.
As a result:
. Inconsistent user experience
. Repeated work across teams
. Higher technical and operational costs
We unified the organization's scattered digital platforms into a single, streamlined experience. The goal was to improve the user journey, boost operational efficiency, and support digital transformation as a strategic driver.
Our approach included:
. Merging multiple platforms and services into a single digital ecosystem
. Redesigning key user journeys to align with the organization's future vision
. Building a unified interface guided by a scalable design system
. Developing a digital strategy focused on long-term user experience improvement
Backed by research and strategic planning, the platform unification delivered measurable results:
Through our work with multiple entities, we've helped deliver measurable impact, such as:
One key service saw successful access risefrom 31% to 83% after restructuring
. Reduced from 64 platforms to just 5, eliminating fragmentation
. Improved service findability from 36% to 78% through improved information architecture
This initiative supports the Unified Government Program, led by the Digital Government Authority. It's a key step toward making Saudi Arabia a global leader in digital transformation, delivering seamless, user-centered services in line with Vision 2030 and the Quality of Life Program.
To create a truly unified experience, we improved both digital and real-world touchpoints, from online platforms to in-person visits and support interactions, ensuring consistency across every user journey.
DigitalExperience
BeneficiaryExperience
We worked closely with teams across various roles and departments, embedding our efforts within the institutional structure of the organization. This integrated approach ensured alignment, feasibility, and long-term impact on beneficiary experience outcomes.
Rather than operating in silos, we established a shared framework to unify perspectives, align goals, and co-create effective solutions that address both strategic and operational needs.
The outputs vary depending on the scope of each project, with the most important being:
A detailed evaluation of the current experience, identifying key improvement areas by benchmarking against global best practices and standards.
A phased, actionable roadmap designed in alignment with internal priorities and national digital strategies such as those outlined by the Digital Government Authority (DGA) to ensure long-term transformation and policy coherence.
Capacity building tools and assets including structured knowledge transfer initiatives and a scalable design system to ensure consistency, continuity, and reuse across government services.
Tangible experience enhancements delivered through usability testing, optimized information architecture (IA), and high-fidelity interactive prototypes to validate and refine user journeys.
A results-driven approach integrating key performance indicators (KPIs) and risk management methodologies to monitor impact, ensure accountability, and drive continuous improvement.
Driven by impact.
Designed for every beneficiary
While the digital experience plays a central role in shaping the beneficiary journey, it alone does not capture the full picture. Recognizing this, we expanded our scope beyond digital touch points to include physical interactions, such as visits to service centers and engagements with support teams. This holistic approach ensured a unified, seamless experience across all channels, reinforcing our commitment to delivering a truly integrated and human-centered service experience.
