NADRA · Government · Mobile
PAK-ID
Citizen Identity Management System
Redesigning a critical citizen application journey around real user behaviour, processed data and accessibility.
Start with the real problem.
The application journey created a serious point of friction: payment was processed at the beginning, before the applicant had completed the form. Users could therefore pay and only later discover that they could not complete the application.
Understand first. Then design.
I researched the actual process and worked with processed application data to understand where the journey was failing. Instead of treating the interface as the problem, I looked at the sequence of decisions the user had to make and redefined the journey around successful completion.
From problem to solution.
Understand the existing journey and business rules.
Study research findings and processed application data.
Redefine the sequence around successful application completion.
Design and refine the experience for multilingual and diverse users.
Design that supports the outcome.
The payment step was moved to the end of the journey so users could complete the relevant application information before committing to payment. I also worked on redefining the product experience in multiple languages so people in remote areas and users with lower literacy could access and process their applications more easily.
What the product made possible.
More than the interface.
I approach product work across business, users and technology. Depending on the engagement, that means requirements, process analysis, product architecture, user flows, UX research, UI, design systems, accessibility, technical collaboration, QA and deployment support.