SMUP (Municipal Services)

Redesign the existing municipal services portal

Transform the outdated platform into a modern, intuitive experience aligned with UAE digital government standards.

Deliver consistent web and mobile experience

Ensure seamless, feature-parity service access across both web browsers and mobile devices.

Serve diverse user groups with tailored flows

Design role-appropriate journeys for citizens, engineers, consultants, contractors, and other government entities.

Reduce service application submission time

Streamline multi-step application processes to reduce the time and effort required to submit municipal service requests.

Enable real-time service tracking

Provide transparent status updates so users can track their application progress at every stage.

Support bilingual Arabic and English interface

Deliver a fully bilingual RTL/LTR experience that meets UAE government accessibility and localization requirements.

Improve accessibility across user demographics

Design inclusive interfaces that work for all users, including those with varying levels of digital literacy.

Integrate with existing government backend systems

Ensure the front-end experience connects seamlessly with existing government data systems and service workflows.

Municipal Leadership Sessions

Strategy alignment sessions with Sharjah Municipality department heads to define the redesign scope and service priorities.

Front-line Staff Interviews

In-depth sessions with service desk staff to understand operational workflows, common user issues, and internal process constraints.

Citizen User Research

Direct interviews and contextual inquiry with citizens to capture real-world service request experiences and pain points.

Professional User Research

Sessions with engineers, consultants, and contractors to understand specialized service needs and workflow requirements.

Technical Constraints Review

Collaborative sessions with the development team to identify backend limitations and integration dependencies.

Cross-department Coordination

Workshops with multiple government departments to map inter-departmental service handoffs and approval flows.

Existing Portal UX Audit

Systematic review of the current portal's navigation structure, information architecture, and service application flows.

Heuristic Evaluation

Expert UX review against usability heuristics — identified key issues across navigation, feedback, and error handling.

Service Journey Mapping

Documented end-to-end journeys for the most-used municipal services to identify friction and drop-off points.

Mobile vs. Desktop Usage Analysis

Analyzed existing usage patterns to understand how different user groups access services across platforms.

Competitive Benchmarking

Reviewed leading government service portals regionally and globally to identify UX best practices to incorporate.

Pain Point Prioritization

Categorized usability and service delivery issues by severity and user impact to guide redesign decisions.

Citizen User — General Public

Represents everyday residents seeking common municipal services such as permits, complaints, and utility requests. Primary motivation is speed and simplicity across devices.

Professional User — Engineer / Consultant

Represents licensed professionals submitting technical service applications such as building permits and inspection requests. Needs a structured, detail-rich experience.

Contractor / Business Entity

Represents contractors managing multiple service applications simultaneously. Values batch submissions, status tracking, and clear document upload requirements.

Government Entity User

Represents staff from other government departments accessing municipal services. Needs a streamlined, role-appropriate flow with inter-departmental handoff visibility.