Conducting a comprehensive analysis and design process to improve the governmental personal area for the Israel National Digital Agency
- Business Dilemma:
The governmental personal area offers citizens a variety of services, enabling them to perform actions and access government information in a centralized manner. To focus its action plan for the upcoming years, the Israel National Digital Agency aimed to conduct a thorough assessment of the necessary implementation steps related to improving user experience, engaging and connecting more services and more ministries and public bodies, and integrating advanced technological tools.
- Process:
To transform the personal area into a one-stop shop for life events and ongoing needs of residents and businesses, a comprehensive approach was initiated. The process began with an international benchmark study of personal area interfaces, followed by interviews with relevant stakeholders to identify government office needs. The results were then analysed using Service Design methodologies. Additionally, the process included UX design of the website, ensuring a user-friendly and intuitive interface. Based on these insights and designs, a list of actionable steps was developed along with a detailed workplan for their implementation.
- Strategic Solution & Impact:
TASC proposed a new solution concept: a dedicated space for information and status updates. This approach enables ministries to maintain their autonomy and retain end-to-end control over their offered services, thus remaining responsible for their own public image. The new concept for the personal area provides flexibility for each ministry, allowing for customized solutions tailored to each department’s specific needs. The inclusion of UX design in the process ensures that the final product not only meets organizational needs but also provides an enhanced user experience for citizens interacting with the governmental personal area.
