Enhancing education services through a human-centred approach.
Service design and digital transformation for the authority that regulates and supports the quality of education in Dubai.
01. Context
Project overview
The Knowledge and Human Development Authority (KHDA) regulates and supports the quality of education in Dubai. As part of its service improvement and digital transformation initiatives, the work explored how to make education-related regulatory and administrative services more accessible, consistent and efficient.
I worked as a CX Designer in the Tribal Experience team.
The goal
To re-engineer Training Institute services and shape future-state experiences across the education sectors KHDA regulates, for providers, students and internal teams.
- 80+
- Training Institute services re-engineered
- 5
- Education sectors, from early childhood to vocational
- 4
- Permit services: issue, renew, amend, cancel
02. The challenge
Why the experience needed attention.
Education services reach many kinds of users, each with different regulatory requirements, documentation and approval processes.
Different rules by sector
Service experiences and requirements varied across education sectors.
Complex permits
Issuance, renewal and amendment processes with unclear documentation and eligibility requirements.
Manual dependencies
Manual verification, administrative exchanges and approvals, with limited visibility of progress.
03. Research and discovery
Mapping services across a complex ecosystem.
I analysed and mapped service journeys and processes across ecosystems involving multiple government entities, stakeholders, users and integrations.
Requirements review
Business requirements, service descriptions and process flows.
Stakeholder walkthroughs
Prepared questions and documented process clarifications.
Research synthesis
Research notes and interview transcripts reviewed for recurring pain points.
International benchmarking
Government entities and comparable organisations in leading countries.
Workshop findings
Consolidated into design opportunities and recommendations.
04. Key insights
From research to opportunities.
Recurring problems across sectors pointed to three opportunities.
- Make requirements and eligibility clear before an application starts.
- Reuse information and reduce manual exchanges.
- Keep services consistent across sectors, with visible progress.
05. Design development
Designing journeys across Training Institute services.
I designed service journeys across Training Institute services and supported service design activities for Early Childhood Centres, Schools, Higher Education and Vocational Training institutes.
I also worked on the Learner Passport, a new KHDA initiative, as well as learner dispute and student-related services.
01
Issuance
Requirements, application process and documentation for a new permit.
02
Renewal
Keeping a permit current, with less repeated information.
03
Amendment
Changes to courses, activities, capacity, campus or location.
04
Cancellation
Closing a permit with clear steps for owners and representatives.
Simplified view of the Training Institute permit services. Recreated for this portfolio.
06. The proposed experience
Clearer, more consistent, better connected.
Future-state journeys and service concepts for selected services, informed by benchmarking and stakeholder engagement.
Clearer requirements
Eligibility and documents set out before an application begins.
Simpler evidence
Supporting evidence submitted once, with defined review responsibilities.
Transparent review
Communication and application status visible throughout.
Connected workflows
Consistent processes and information exchange across sectors and authorities.
07. Reflection
Outcome.
The work brought together customer experiences, regulatory requirements and operational processes to identify where education services could improve across sectors.
My contribution
Journey and process mapping, research synthesis, international benchmarking and future-state service journeys across Training Institute and student-related services.
Project status
Future-state service recommendations, presented as proposals. Materials are recreated to respect confidentiality.