GovTech • Service Design
Safeer 2.0 supports Saudi students abroad, academic attachés, and ministry staff in managing scholarships and academic services. Despite its national importance, the platform was overwhelming, opaque, and process-driven. The redesign shifted Safeer from bureaucratic forms to guided, transparent journeys that empower students and reduce operational burden.
Lead Product Designer:
Led service and UX design for a multi-role government platform
Reframed bureaucratic processes into user-centered journeys
Designed large-scale decision, action, and audit systems
Balanced student, attaché, and ministry needs
Worked within policy, compliance, and operational constraints
Increase in successful self-service submissions
Reduction in support tickets
Average time from submission to decision
From Process to Experience: Shifted a government system from internal logic to user journeys
Emotional Clarity: Reduced feelings of confusion and abandonment in high-stakes academic scenarios
Operational Efficiency: Designed self-service flows that meaningfully reduced staff workload
Scalable Government UX: Created a reusable model for future digital government services
Trust Through Transparency: Made progress, ownership, and timelines visible by default
Step-based structure breaks down a complex scholarship process into manageable phases
Persistent progress indicator reduces anxiety and abandonment
Logical grouping of information (personal, academic, visas, companions, bank) mirrors real student needs
Smart defaults and binary inputs simplify high-stakes decisions
“Save” and “Continue” actions support long, real-world tasks without loss of progress
Search supports both system-driven identifiers and human input (ID or name)
Student and companion entities are visually and structurally separated
Each card summarizes critical status at a glance: role, dates, eligibility, and payments
Historical decisions remain accessible without cluttering the current state
Primary actions (“Full Information”, “Decisions and Actions”) guide users to next steps
Main decision acts as an anchor for hundreds of related sub-decisions
Parallel columns distinguish what was decided from what was done
Expandable rows reveal details only when needed, preserving focus
Filters and pagination support long-term, high-volume use
Timeline-based organization supports audits and accountability
Inquiry creation framed with clear categories to prevent misrouting
Contextual user information always visible, reducing back-and-forth
Explicit task flow (Apply → Evaluate → Audit → Review) sets expectations early
Save vs Submit supports real-world interruptions and partial completion
Full history log ensures accountability and transparency across teams
User research with students, academic attachés, and support teams
Service mapping of end-to-end scholarship journeys
Reframing government processes into user-centered flows
Interaction and information architecture design for complex decision systems
Usability testing and iteration across multiple user roles
Alignment with operational, policy, and compliance constraints
Full Case study available upon request
