TLDR
- Role — Service Design Lead
- Date — 2023
- Brief — Redesign Ministry of Health & Prevention’s service that allows users to get a death certificate
- Outcome —
- Triggered wider transformation national UAE programme: Post-death service bundle to align all government entities across all emirates involved,
- Shared understanding of users and their needs,
- Debunked myths on rules & requirements,
- Improved usability & experience of systems for staff,
- Provided a joined up experience reducing no. of entities users had to visit & documents users had to provide,
- Removed Ministry of Health & prevention from the PMO’s list of government entities with the worst performing services
Challenge
Ministry of health & prevention was listed in the PMO’s list of government entities with the worst performing entities. As a result, Service transformation was triggered for some of the services to understand explore the reason why they were listed as one of the worst performing entity and why the services had low customer satisfaction rate. “Issue of death certificate” was one of the services chosen for transformation.
What we did
We carried out focus groups, field studies in a local hospital and a public medical center, and interviews to understand the experience of both users applying for a death certificate and frontline staff processing the applications.
We ran design thinking activities to:
- frame the problem
- map the journeys
- co-create ideas
- prioritise the solutions
- create prototypes for testing
- test hypotheses using the prototypes with users
- Co-create the future experience of applying for a death certificate
It became apparent that while the process of applying for a death certificate was simple, there was a lot of manual effort needed to gather documents requirement for the application and informing other government entities & organisations of the death. This was due to a fractured experiences where each of the services involved when someone passes away were designed in isolation and were not joined up.
Outcomes
- Removed Ministry of Health & Prevention from Prime Minister’s Office list of government entities of worst performing services.
- Shared understanding of users, their needs and painpoints
- Alignment on policy changes
- Provided a joined up experience reducing no. of entities & documents users had to provide as proof
- Debunked myths around rules on certificates
- Improved usability & experience of systems for staff
- Triggered wider service transformation for post-death service bundle to align all government entities on services and policy after someone passes away in the UAE
Get in touch
This site collects no data or analytics. <3