Helping Citizens Manage Their Sensitive Information with Ease and Security

As part of a national digital transformation initiative, a statutory board aimed to improve the way individuals access and manage their sensitive information. With rising user expectations and a growing population of digitally savvy citizens, the agency aimed to deliver a mobile experience that is intuitive, secure, and universally accessible.

The Challenges

Managing cloud infrastructure at scale has become increasingly complex as security requirements evolved and application teams implemented siloed, bespoke solutions. This fragmented approach resulted in:

Inconsistent infrastructure deployments across projects, making it difficult to maintain uniform security and compliance standards.
Higher operational costs and inefficiencies due to custom configurations and duplicated implemented effort.
Increased vulnerability risks resulting from inconsistent patching and non-standardised maintenance practices.
Limited scalability that hindered time-to-market for new applications and digital services.

To overcome these challenges, the organisation required a consistent, reusable infrastructure framework that could improve operational governance, strengthen security, and support future scalability.

The Challenges

The agency needed to enhance engagement and simplify access to complex, sensitive data in a secure, mobile-friendly format.

Limited personalisation and engagement features, such as the absence of push notifications and interactive elements, reduced user engagement and long-term retention.

Users struggled with information overload, finding it difficult to navigate and filter through extensive transaction histories.

The Solutions

Activate collaborated closely with the agency to redesign the mobile application into a secure, user-centric platform that promotes accessibility, engagement, and ease of use.

Applied human-centered design principles approach through in-depth comprehensive user research stakeholder interviews, public testing, and journey mapping to ensure solution addressed real user needs.

Improved accessibility by introducing enhancements such as large tap targets, large font sizes, and a carded layout to improve clarity and navigation for all ages and abilities.

Strengthened data security with end-to-end encryption and introduced a privacy mode, enabling user to view sensitive information safely even in public settings.

Enhanced engagement by adding interactive features, including push notifications and a transaction filter, enabling personalised updates and easier data exploration.

Adopted an iterative approach, with ideation workshops, high-fidelity prototyping, and usability testing with real users for continuous refinement to improve user experience.