UX Audit of 10 eGov Services in Jordan
How 10 of Jordan's digital government services measure up through the eyes of real users.
We conducted a comprehensive UX audit of 10 eGovernment services in Jordan, combining user testing with expert evaluation to uncover where these digital services fall short for citizens. The goal was to move beyond assumptions and surface the real friction points people encounter when interacting with government online.
The Challenge
Jordan's eGovernment services were live and functional, but functional doesn't mean usable. Citizens were struggling with confusing flows, unclear interfaces, and inconsistent experiences across services. The challenge was building a structured, evidence-based picture of what's actually broken and what matters most to fix.
Our Approach
We ran user testing sessions across the 10 services, observing real users as they attempted common tasks. Each service was evaluated against usability heuristics, accessibility considerations, and task completion rates. Findings were documented with prioritized recommendations so stakeholders could act on what matters most.
Execution
The audit covered 10 eGovernment services end to end, combining moderated user testing with heuristic evaluation. Each service received a detailed assessment of friction points, usability issues, and improvement opportunities, compiled into actionable recommendations ranked by severity and impact.
Impact
The audit gave decision-makers a clear, user-grounded view of where Jordan's digital government services need attention. Instead of guessing what's wrong, they now have prioritized, evidence-based recommendations to guide the next wave of improvements.
Related Work
Browse through related projects in our portfolio
