All work

Case study 03

Four journeys - resident, visitor, overseas guest and business - behind one adaptive front door, built on UAEPASS.

ROLE
Senior UX/UI Designer
CLIENT
Dubai Police GHQ
TIMELINE
5–7 Months
SCALE
4 user types · Web + Mobile
Police Clearance Certificate application - purpose-first form with a four-step progress bar

Police Clearance Certificate application - purpose-first form with a four-step progress bar

01

The brief

Replace one rigid flow with one adaptive architecture that serves four fundamentally different applicant journeys.

02

The research

Understanding who actually applies.

  • 01

    User Type Analysis

    4 profiles · identity matrix

  • 02

    Service Blueprint

    End-to-end · 5 friction points

  • 03

    Stakeholder Interviews

    11 sessions · 4 journeys

  • 04

    International Benchmark

    5 portals · 8 criteria

Journey architecture - the four applicant paths, split by location and authentication state
Journey architecture - the four applicant paths, split by location and authentication state

03

Key design decision

One adaptive front door.Not four separate portals.

Engineering wanted four parallel portals. Product wanted to keep one rigid flow with conditional fields. Both were UX traps. The third path: identity routes the user.

REJECTED

Four portals

four codebases · four design systems

REJECTED

One rigid flow

conditional fields · UX trap

SHIPPED

One adaptive entry

identity + location route the applicant

One service, four journeys - routed by who you are and where you're applying from.

04

Flagship craft

Bilingual document design.Where identity lives.

  1. 01Legal terminology · not translation
  2. 02Dual calendar · Gregorian + Hijri
  3. 03Names in source script

05

The solution

Four journeys.One shared system.

  • Citizen & resident

    Inside UAE · UAEPASS pre-filled

  • Visitor

    Inside UAE · UAEPASS + fingerprint step

  • Overseas guest

    Outside UAE · no sign-in required

  • Business workspace

    UAEPASS · dashboard + company account

  • Purpose-first form

    Work · immigration · permit · real estate

  • Inside / outside routing

    Requesting party reshapes the form

  • Document checklist

    Passport, photo, prior residency

  • Four-step flow

    Details → review → payment → confirmation

06

Journey by journey

Same service.Different path.

The step sequence itself adapts - a visitor books a fingerprint appointment, an overseas guest proves identity through documents, a resident skips both.

  1. 01

    Citizen & resident

    Inside UAEUAEPASS
    1. Details
    2. Review
    3. Payment
    4. Confirmation
    Identity arrives pre-filled from UAEPASS - the applicant only chooses a certificate purpose
    Identity arrives pre-filled from UAEPASS - the applicant only chooses a certificate purpose
  2. 02

    Visitor

    Inside UAEUAEPASS
    1. Details
    2. Fingerprint
    3. Review
    4. Payment
    5. Confirmation
    A fingerprint appointment step only visitors see - booked inside the same flow
    A fingerprint appointment step only visitors see - booked inside the same flow
  3. 03

    Overseas guest

    Outside UAENot signed in
    1. Details
    2. Documents
    3. Review
    4. Payment
    5. Confirmation
    With no identity token to draw on, documents carry the proof - passport, photo and an optional prior-residency copy
    With no identity token to draw on, documents carry the proof - passport, photo and an optional prior-residency copy
  4. 04

    Business workspace

    AnyUAEPASS
    1. Details
    2. Documents
    3. Review
    4. Payment
    5. Confirmation
    A company dashboard - every request tracked in one place
    A company dashboard - every request tracked in one place
    Business account view - ten-finger fingerprint status, appointments and total requests
    Business account view - ten-finger fingerprint status, appointments and total requests
Police Clearance Certificate Service: shipped screen

07

Outcome · 3 months post-launch

The numbers moved.

  • FORM ACCURACY−72%

    Re-submission errors

  • DIGITAL ADOPTION−68%

    In-person counter visits

  • DEFLECTION−51%

    Post-submission support calls

* Indicative - pending publication of post-launch dashboard.

08

Reflection

The applicant who can't authenticate - the guest applying from outside the UAE - set the bar for the whole service.

Designing that path first meant nothing could be assumed from an identity token, which forced clarity into every other journey.

Process artifacts
  • Journey matrix
  • Service blueprint
  • Adaptive routing
  • Component library

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