Redesigning the qualification verification platform for Oman's Ministry of Higher Education — transforming a 45% drop-off crisis into a seamless, government-grade experience that earned real trust.
MOHERI's credential equivalency platform was the official gateway for foreign-educated professionals entering Oman's workforce. But the experience was failing them — and the data made it impossible to ignore.
"Users were abandoning mid-flow, support queues were overflowing, and every complaint pointed to the same root cause — a journey too complex for the people it was designed to serve."
Synthesis from discovery research, 45+ user interviewsA multi-step verification flow spanning Identity, Education, Employment, Health License, CGS, Logbook, LOA, and Overview — with no persistent sense of progress. Users repeatedly lost track of where they were and what remained.
Users didn't trust the system to preserve their work. Error states were cryptic. There was no clear guidance on what documents to prepare before starting — leading to repeated session abandonment.
Strict MOHERI government requirements, bilingual Arabic/English support, and cross-border applicant diversity created layered constraints that couldn't be simplified — only designed through with rigour.
Six weeks. Twenty-plus team members distributed across time zones. Decisions had to be fast, evidence-backed, and dev-handoff-ready. Team alignment became a design challenge in itself.
Split-layout login with role-based tab switching (Employer / Applicant / Admin). Illustrated onboarding context reduces friction before users even begin. reCAPTCHA and a security notice establish institutional credibility from the very first interaction.
Forty-five user interviews. Eight rounds of usability testing. Real applicants, real employers, real frustration — distilled into three insight clusters that drove every design decision that followed.
Users had no reliable sense of how far along they were or how many steps remained. The journey felt infinite — and so they gave up.
Applicants discovered required documents mid-flow, forcing session breaks and driving abandonment. Front-loading requirements was critical.
Pricing was unclear until late in the journey. Employers managing multiple applicants had no batch overview — leading to surprise at checkout.
All flows had to meet MOHERI's regulatory requirements. No UX shortcut could compromise data integrity or audit traceability.
RTL layout support, culturally appropriate tone, and consistent terminology across both languages required deep localisation strategy.
A shared component library wasn't optional — it was the coordination layer that made parallel design and development feasible.
Upfront pricing transparency. Real-time stats on cart drafts and submitted applications. Filterable employee table with inline payment status — built for HR managers juggling multiple foreign employee cases.
Side-by-side document viewer and pre-populated form. Persistent auto-save indicator removes abandonment anxiety. A gentle validation prompt asks users to double-check details before proceeding — catching errors at the source.
Each decision traces directly to a research finding. No aesthetic choices made in a vacuum — every pattern earned its place by solving a measured problem.
A breadcrumb-style stepper visible at all times shows every phase of the verification journey. Completed steps carry a checkmark. Users finally knew exactly where they stood and what remained.
"Your Progress has been saved" appears on every step screen. This single micro-copy decision dramatically reduced session abandonment — users no longer feared losing work when they stepped away.
The uploaded passport is displayed alongside its extracted form fields — enabling real-time cross-referencing. A gentle prompt encourages accuracy checks before submission, slashing downstream data errors.
Multiple applicants can be staged and reviewed before a single payment event — matching the mental model of HR managers. Itemised summaries, coupon support, and GST clarity eliminated checkout surprises.
Pricing details — Education, Employment, Accreditation, Report Reissuance — were surfaced on the dashboard before users began any application, eliminating cost anxiety mid-flow.
A minimal, affirmative success screen — "Awesome! You've completed all your documents" — with an optional prompt to submit additional materials for faster processing. Celebratory without being pressuring.
Led the evolution of a shared Figma component library serving 5 product teams across the Dataflow platform. Established token-based theming, documented all interaction states, and ran structured handoff reviews with engineers — reducing design-to-dev handoff time by 40% and achieving 98% cross-browser consistency.
Passport OCR pre-fills personal details. A dynamic package builder lets employers configure education and employment checks, with real-time GST cost calculation — full cost transparency before any commitment is made.
Multi-applicant cart with selective submission. Itemised breakdown per institution, IA fees, coupon discount support, and GST calculation. Disabled states guard against payment for incomplete cases.
Minimal, grounded success state. Warm, human copy: "Awesome! You have completed all of your documents for verification process." An optional prompt surfaces additional document submission for faster processing — giving users agency without creating pressure to do more.
Tracked across usability sessions, NPS surveys, support ticket volumes, and platform analytics following launch.
From pixel-level craft to systems thinking to mentorship — the full scope of a senior product design role on a high-stakes government platform.
Built dynamic, responsive interfaces tested across Chrome, Firefox, Safari, and mobile viewports. Performance and accessibility were baseline requirements — not afterthoughts.
Delivered conceptual diagrams, user flows, low-fi wireframes, high-fidelity visual mockups, interaction models, and clickable prototypes — at every fidelity level the project demanded.
Designed the employer dashboard with data-dense but scannable layouts — pricing cards, summary widgets, status badges, paginated tables. Optimised for HR managers handling multiple concurrent applicant cases.
Led evolution of the component library serving 5 product teams. Defined component anatomy, spacing tokens, and state documentation. Structured handoff reviews cut development questions by 40%.
Mentored 3 junior designers on human-centred design principles and Figma best practices. Introduced critique rituals and quality checklists that increased team output velocity by 25%.