A 24/7 AI concierge was developed for Dubai's government services, simplifying access to over 300 services with a user-friendly design, multilingual support, and significant efficiency gains, earning the UAE AI Award and enhancing user satisfaction by 40%.
The Challenge
Dubai's government services were complex and hard to navigate. To solve this, we created a 24/7 AI concierge that simplifies access to 300+ services for Dubai's diverse population.
My Role
As the sole product designer, I:
- Designed a welcoming intro screen with intuitive user guidance
- Transformed complex services into simple conversational flows
- Implemented comprehensive accessibility and multilingual support
- Ensured designs aligned with technical specifications
- Iteratively improved the interface based on user feedback
Key Moments in the Process
1. Creating a Welcoming First Impression
- I designed an inviting entry point with:
- I designed a friendly introduction featuring:
- A warm greeting: "Hello, how can I help you today?"
- Clear action buttons like "Find educational institutes"
- Intuitive navigation icons
2. Tackling Service Complexity
- I organized 300+ services into four categories with step-by-step flows
- Users responded positively: "I finally know where to start"
3. Designing for Inclusivity
- I focused on universal accessibility
- Used high-contrast visuals and readable fonts
- Added multilingual support
- Reached 95% of Dubai's population in their native language
4. Refining Through User Feedback
- Testing revealed need for clearer terminology
- Improved clarity with action-oriented options
- User feedback confirmed success: "This feels so much easier to understand now"
The Results
- Award Recognition
- Efficiency Gains
- High User Satisfaction
The platform received the UAE AI Award for transforming how citizens access and use public services.
Cut service completion time by 40%, enabling faster access to government services.
Users commented the conversational interface, noting: "This makes government services feel approachable and simple."
Lessons Learned
Working on this project taught me something beautiful: it's often the little touches that make the biggest difference.
Just like a warm smile can make someone's day, having friendly labels and a welcoming first screen helped users feel at ease with our platform.
What really made my heart sing was seeing how our focus on keeping things simple and making everyone feel included turned this from just another government portal into something people actually enjoyed using.
Key Insights
I focused on user needs by creating a simple, clear system everyone could use. Rather than adding complex features immediately, the team prioritized building a reliable text-based interface.
The development team plans to enhance the system by:
- Adding voice controls for hands-free interaction
- Streamlining services with improved automation
- Implementing progress tracking features
The key insight: meeting users where they are with familiar chat features proved more effective than pursuing advanced technology. The 40% faster completion rates confirm that simplicity works best.
Fun Facts
Cultural Connection Win! 🎯
You won't believe what happened! A stakeholder wrote "3ayez agdid lesense" (I want to renew my license) in Egyptian Arabic, and our AI totally got it! Everyone in the room burst into happy smiles and cheered: "This is what we call speaking our language!"
Late Night Coffee Run! ☕
During a 3 AM testing session, someone prompted: "The AI doesn't need coffee... but I sure do!" after it instantly suggested nearby open coffee shops.
AI Assistant Boundaries! 📅
When a manager playfully asked the AI "Where's my next meeting?" and AI gave a non-related response, she replied: "Guess I still need my assistant for that one!"
Current Implementation
Experience Dubai's AI Assistant 🤖
Experience Dubai's award-winning AI concierge firsthand! Visit chat.dubai.ae to start your conversation.
👉 Give it a try! Ask the AI concierge about Dubai's attractions, government services, or local recommendations - it's like having a knowledgeable local friend available 24/7.
