Validating a Unified Government Portal
Testing the Core Value Proposition Before National Rollout
Client:
MTCIT
Scope:
User Testing
Year:
2023
Before handing development of the Unified Government Portal (GUP) to engineering, we needed to validate its core value proposition: can users easily find and complete government services in one place?
I conducted two rounds of moderated remote usability testing with 20 participants using interactive Figma prototypes in both Arabic and English. The research focused on three critical areas: service discovery, step-by-step guidance clarity, and post-submission reassurance.
Through structured synthesis, we identified clarity gaps in confirmation messaging, confusion within the step-by-step service wizard, and patterns in how users searched for services by entity first, then task. Iterative refinements led to measurable improvements, with over 80% of users in round two understanding their next steps and successfully locating services.
This research validated the portal’s value proposition while strengthening clarity, confidence, and navigation before development began.
Full case study coming soon.