A national services organization faced declining user satisfaction due to fragmented online experiences and inconsistent service delivery across digital touchpoints.

Citizens struggled with complex navigation, unclear service processes, and limited access to self-service tools.

Internally, departments operated independently, creating duplicated content and disconnected data systems.

The leadership team needed a unified digital experience strategy and a redesigned platform that would make public services simpler, faster, and more engaging for millions of users.

Vantiqa led a full Digital Experience and Platform Transformation Program, blending strategy, design, and technology to rebuild the organization’s digital ecosystem around user needs.

Our approach included:

• Conducting user research, journey mapping, and UX analysis to understand behavior, expectations, and pain points.
• Designing an experience architecture that unified services, data, and design standards under one platform.
• Creating responsive UI/UX prototypes focused on accessibility, multilingual support, and mobile-first interaction.
• Developing digital experience guidelines and governance frameworks to ensure consistent design and service delivery across departments.
• Implementing an omnichannel integration strategy, aligning web, mobile, and contact center experiences into one cohesive ecosystem.
• Establishing training and knowledge transfer programs to embed a design-thinking culture within the organization.

The transformation elevated both the organization’s digital performance and its public reputation:

• User satisfaction increased by 40%, with improved accessibility and faster navigation.
• Average service completion time reduced by 50% across digital channels.
• Created a unified design system ensuring consistent experience across 100+ services.
• Established an Experience Governance Office to oversee design, content, and performance.
• Enhanced citizen trust and engagement, contributing to improved national digital maturity rankings.