• Summarize the information on the service cards with what is important and needs to be known. Identify what documents are required, as some users were unfamiliar with some documents.
• Issues with searching for services and navigating the application for some users as they faced difficulties reaching some services.
• Simplifying the interface design and information for the users. Some users noted that some steps seemed unnecessary while applying for services, such as “attestation for medical leaves,” which shortening these steps could enhance the customer’s journey.

For more information about the council, download the process summary here.