Public Services Portal

Citizens struggled to access essential services online. Forms were confusing, inconsistent across departments, and inaccessible to many — pushing people back to in-person queues and call centres.

The mandate was a single, trustworthy portal that worked for everyone, including users with disabilities and low digital literacy.

I led accessibility audits and contextual research, then simplified more than 30 service journeys into consistent, guided flows. Plain-language content replaced bureaucratic jargon, and a robust, WCAG-AA component library ensured every department shipped from the same accessible foundation.

Designs were tested with assistive-technology users and iterated until task completion was reliable across devices and abilities.

The portal now serves millions of citizens with dramatically higher success rates and far fewer fallbacks to offline channels.