The redesign process began with a deep evaluation of the existing Furas platform. To ensure a systematic approach, I relied on Jakob Nielsen’s 10 Usability Heuristics for User Interface Design as the primary evaluation framework.
Methodology
- Collected feedback from the support team regarding user complaints and recurring issues.
- Reviewed system logs to identify drop-off points in the reporting process.
- Conducted heuristic evaluation, mapping usability problems against Nielsen’s heuristics.
- Categorized issues into severity levels: critical, major, minor.
Key Pain Points Identified
- Visibility of system status Users weren’t sure if reports were submitted successfully (unclear feedback).
- Match between system and real world Overly technical language confused non-specialist citizens.
- User control and freedom No option to go back or edit reports once started.
- Consistency and standards Inconsistent use of buttons, labels, and icons across the platform.
- Error prevention Long forms with no inline validation led to frequent mistakes.
- Flexibility & efficiency Navigation was deep and complex, discouraging repeat use.
Outcome
A prioritized list of issues was created, guiding the redesign by focusing on critical blockers first.
Ideation
Once the pain points were clear, the next step was to ideate potential solutions. Using design workshops and brainstorming sessions, I explored ways to simplify the platform.
Key Ideation Concepts
- Guided reporting flow Turned complex forms into a step-by-step wizard.
- Trust-building UI Added privacy notices, secure language, and visual indicators for confidentiality.
- Simplified navigation Reorganized features into logical categories (Submit Report, Track Report, Learn More).
- Consistency through components Defined a design system to standardize buttons, forms, and feedback messages.
- Error reduction Introduced inline validation and clear confirmation states.
I sketched multiple approaches for the reporting journey, focusing on reducing the number of clicks and ensuring users always knew where they were and what to do next.
Wireframing
Wireframing was a critical stage where ideas became structured solutions.
Low-Fidelity Wireframes
- Created simple sketches and gray-scale wireframes to visualize flows without visual distractions.
- Focused on navigation hierarchy: moving from a cluttered multi-page system to a linear guided process.
- Introduced a progress indicator to reassure users about their stage in the reporting journey.
Mid-Fidelity Wireframes
- Added form structures with inline error handling.
- Designed dashboard layouts for tracking submitted reports.
- Validated wireframes with internal stakeholders, ensuring legal compliance while maintaining usability.
Outcome
A validated user flow blueprint that reduced reporting time and confusion.
Visual Design
With the wireframes finalized, I moved to high-fidelity design:
- Brand alignment Integrated Nazaha’s official colors and typography while modernizing the look for digital clarity.
- Visual hierarchy Key actions like Submit Report and Track Status were emphasized with consistent styling.
- Trust signals Secure badges, clear language, and confirmation screens reinforced confidence.
- Accessibility High-contrast colors, large touch areas, and bilingual support (Arabic/English).
- Scalability Designed reusable components (buttons, forms, alerts) as part of a design system for future updates.
Result
A design that looked modern, official, and reassuring while remaining approachable for everyday citizens.
Testing
Usability testing was conducted with representative users, including citizens and government staff.
Key Findings
- Users appreciated the step-by-step reporting flow and felt more confident completing reports.
- The progress indicator reduced anxiety about long forms.
- Inline error validation helped prevent mistakes.
- Mobile users found the new design easier to navigate with fewer scrolls and taps.
Improvements After Testing
- Shortened labels further to reduce cognitive load.
- Adjusted color contrast in some areas for accessibility.
- Added “Save Draft” functionality to allow users to pause and return later.
Outcome
A platform validated by real users, ensuring both trustworthiness and usability.
