Customer Happiness Department

Customer Happiness Department

Ministry of Health and Prevention

Customer Happiness Department

Ministry of Health and Prevention

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The UAE’s Ministry of Health and Prevention (MOHAP) established the country’s first federal User Experience (UX) Lab on its premises, in line with the objectives of the UAE Government Charter for Future Services. The UX Lab is managed and operated by the customer Happiness Department, it is considered as an innovative tool to engage customers in digital services development. The UX Lab functions as an innovative and enabling tool to engage customers in every stage of their digital services development, ensuring user satisfaction with MOHAP’s digital services and systems.

Users can participate, test, and provide feedback on the system’s UX. During the testing session, an eye-tracking device is used to analyze customer behavior with the system and highlight areas of improvement. Besides that, the feedback and recommendations are continuously collected from the system and used to ensure the best digital services that exceed customer expectations.

This successful UX Lab uses a human-centered approach to focus on key areas such as Interface Design, Usability, and Quality of Information within the digital service or system being tested.

This project under the Customer Happiness Department has several objectives such as to increase customer happiness, enhance the user experience while browsing smart applications and services provided via smart devices, implement designs that align with the needs and expectations of customers, and enhance MOHAP’s understanding of its customers' capabilities and limitations in a better way, and increase user satisfaction and loyalty towards the tested applications.

"The UAE’s first Federal Ministry Government UX Lab."

Highlights
  • The lab has performed more than 91 user experience studies, resulting in hundreds of improvement measures that have been considered and put into a roadmap in alignment with digital transformation strategies
  • More than 1500 observations were made through the user experience feedback and testing
  • Reached more than 500 participants

View Website
Back to Hall of Fame


The UAE’s Ministry of Health and Prevention (MOHAP) established the country’s first federal User Experience (UX) Lab on its premises, in line with the objectives of the UAE Government Charter for Future Services. The UX Lab is managed and operated by the customer Happiness Department, it is considered as an innovative tool to engage customers in digital services development. The UX Lab functions as an innovative and enabling tool to engage customers in every stage of their digital services development, ensuring user satisfaction with MOHAP’s digital services and systems.

Users can participate, test, and provide feedback on the system’s UX. During the testing session, an eye-tracking device is used to analyze customer behavior with the system and highlight areas of improvement. Besides that, the feedback and recommendations are continuously collected from the system and used to ensure the best digital services that exceed customer expectations.

This successful UX Lab uses a human-centered approach to focus on key areas such as Interface Design, Usability, and Quality of Information within the digital service or system being tested.

This project under the Customer Happiness Department has several objectives such as to increase customer happiness, enhance the user experience while browsing smart applications and services provided via smart devices, implement designs that align with the needs and expectations of customers, and enhance MOHAP’s understanding of its customers' capabilities and limitations in a better way, and increase user satisfaction and loyalty towards the tested applications.


Highlights
  • The lab has performed more than 91 user experience studies, resulting in hundreds of improvement measures that have been considered and put into a roadmap in alignment with digital transformation strategies
  • More than 1500 observations were made through the user experience feedback and testing
  • Reached more than 500 participants
"The UAE’s first Federal Ministry Government UX Lab."

View Website