Consulting the Public on the User Experience of Public Health Services (Quarter 3 of 2023)

About the Campaign

The User Experience (UX) lab invited people from different medical and pharmaceutical facilities to try the services using the website and mobile application and observe their behaviors, and record their feedback and comments regarding the following services:

  • (2) POD - accessibility / 4 types of users (Features) (Services) 
  • Application of educational material and event 
  • Apply for Awareness or Educational Event - Drugs - Registration pharmaceutical Products (3 services) 
  • Drugs - Renewal pharmaceutical Products (3 services) 
  • Issues of certificate of amendment of registers pharma product 
  • Issue of quality report for medical product issues by drug quality control lab (2 services) Issue of a single medical product pricing certificate 
  • re-pricing of a single medical product (2 services) 
  • Registration and renewal of medical equipment (2 services) 
  • Contingency placeholder (e.g. for additional session requirements, channels, etc) 
  • Registration of manufacturer of medical products 
  • Renewal of registration of manufacturer of medical products 
  • Issue lots of certificates all relating to manufacturer of medical products (7 services) 
  • Analyze Medical Product for a pharma company and its subsidiaries (2 services)

Campaign Brief & Details

The UX Lab tested will test services during quarter three of 2023. The main two objectives were to find the challenges that the users are facing during the application process of these services.


Click Here to book a user experience lab session. 

Contact Information

For any inquiries kindly contact
The Participants get a call and a confirmation email from the ministry.


As it was done in the first and second quarters of 2023, an experienced team of researchers analyzes the user testing sessions, starting from general observations to feedback and comments, and track the eye movement of participants. And that plays a crucial role in improving and providing exceptional user experiences. After each Session the findings are raised to the stakeholders of the service to provide the necessary support to improve the overall customers journey using the different digital platforms of the ministry.


The main outcomes resulted in:

Firstly: most users appreciated the services being automated, which made it easier to track requests and have them as a reference whenever they wished.

Secondly: most users were appreciative of the ministry's effective communication with them and involving them in the development of digital services.

Thirdly: most users prefer receiving notifications regarding their requests via email and phone messages.


  • Open Date : 01/08/2023
  • Close Date: 21/11/2023

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