Basel Ali
UX / UI Designer
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Basel Ali
UX / UI Designer
SMCMS is a government content management system developed for the Sharjah Municipality, designed to streamline and digitize the processing of municipal service requests. The system replaced a fragmented manual workflow with a unified, role-based digital platform enabling staff to manage, track, and resolve service applications efficiently.
This phase focused on understanding the internal workflows of Sharjah Municipality staff responsible for receiving, processing, and managing citizen municipal service requests — identifying inefficiencies in the existing CMS and mapping the end-to-end service processing lifecycle.
Redesign the internal CMS for staff efficiency
Transform the existing system into a modern, streamlined tool that reduces the time and steps required to process service requests.
Centralize service request management
Consolidate all incoming service requests into a single unified dashboard visible to relevant staff and supervisors.
Enable role-based access control
Support distinct access levels for data entry staff, supervisors, and administrators with appropriate permissions.
Reduce manual data entry and paper-based steps
Digitize and automate repetitive data handling tasks to reduce human error and improve processing speed.
Provide real-time visibility into request status
Enable supervisors to monitor service queues, backlogs, and staff workloads in real time.
Align with UAE government digital standards
Ensure the redesigned system meets UAE TDRA guidelines for government digital platforms.
Department Supervisor Sessions
Interviews with team leads and supervisors to understand management workflows, reporting needs, and team oversight requirements.
Service Processing Staff Interviews
In-depth sessions with front-line processing staff to capture daily task friction and unvoiced workflow challenges.
IT Team Technical Review
Collaborative sessions with the development team to understand backend architecture, integrations, and technical constraints.
Municipal Leadership Alignment
Strategy sessions with department heads to align the redesign direction with organizational efficiency goals.
Existing CMS Screen Audit
Systematic review of all current CMS screens, data entry forms, navigation patterns, and module dependencies.
Service Processing Workflow Mapping
Documented the end-to-end service request processing lifecycle including all handoff points between staff roles.
Bottleneck & Redundancy Identification
Pinpointed workflow steps that cause delays, duplicate effort, or create unnecessary back-and-forth between departments.
Heuristic Evaluation
Expert UX review of the existing CMS interface — categorized usability issues by severity and frequency of impact.
Data Entry Staff
Front-line processing staff who receive and log incoming service requests. Primary concern is speed of data entry, clear task queue visibility, and minimal navigation overhead between steps.
Supervisory Staff
Team leads and supervisors who oversee workload distribution, approve escalations, and monitor processing backlogs in real time across their assigned teams.
Department Administrator
Administrative leads responsible for system configuration, user management, and generating compliance and performance reports for leadership review.
Cross-department Reviewer
Staff who receive transferred requests from other departments for specialist review and sign-off before final resolution and case closure.
I follow a user-centered, iterative design process to ensure solutions are both functional and delightful. The work is guided by five consistent core stages: