🔎Analysis & Research What We Did • Conducted a heuristic evaluation of the old Balady+ app using Jakob Nielsen’s 10 usability heuristics. • Reviewed user complaints and support tickets, as well as Play Store & App Store reviews. • Benchmarked Balady+ against global navigation apps (Google Maps, Waze, Apple Maps) and government service apps. Pain Points Found: • Navigation Overload – Too much data on the map (traffic, alerts, services) without hierarchy. • Weak Feedback – Users weren’t sure if reports or applications were submitted successfully. • Complex Service Flows – Long, confusing steps for permits and licenses discouraged completion. • Inconsistent UI – Different services felt like separate apps inside one platform. • Accessibility Issues – Buttons were too small, low-contrast screens, and poor bilingual support. Insight: The platform had power and scale, but it lacked clarity, consistency, and trust signals key pillars for UX in government services. 💡 Ideation We reframed the design challenges into solution concepts: • Guided Journeys – Turn long forms and navigation tasks into simple, step-by-step flows. • Unified Service Access – Standardize entry points to municipal services. • Trust-Centered Design – Add confirmation states, security indicators, and status tracking to reassure users. • Smart Overlays – Organize data layers (traffic, weather, municipal alerts) with toggles to avoid overload. • Design System Thinking – Create reusable patterns and components to ensure consistency across 400+ services. 📐 Wireframing Wireframes became the blueprint for change: Low-Fidelity Sketches → Focused on reorganizing navigation, menus, and service flows. Mid-Fidelity Wireframes → Tested layouts for dashboards, map overlays, and service forms. Key Improvements: • Progress indicators in service forms. • Clearer map overlays with user-controlled toggles. • Quick access menus for most-used municipal services. • Service tracking dashboard showing application status. 🎨 Visual Design The visual design focused on making Balady+ feel modern, trustworthy, and accessible: • Design System Creation → Built a reusable library of buttons, forms, cards, overlays, and map components. • Brand Alignment → Applied MOMRAH’s colors, typography, and official iconography. • Accessibility Enhancements → High-contrast palette, scalable typography, and touch-friendly targets. • Immersive Maps → Designed 3D maps with weather, traffic, and municipal service layers. • Bilingual UI → Ensured consistency between Arabic and English layouts. 👨‍💻 Testing & Iteration We tested prototypes with citizens, business owners, and drivers: • Navigation Clarity → Users found routes and alerts more understandable. • Service Completion Rates → Guided flows increased completion for permits and applications. • Trust Signals → Confirmation screens reassured users their actions were successful. • Accessibility Wins → Users with lower digital literacy completed tasks without assistance. Key refinements included simplifying labels, improving error messages, and adding Save Progress to long forms.