PROJECT OVERVIEW
CLIENT
Royal Hashemite Court
MY ROLE
Design Lead, via Plexable
SCOPE
Wireframes and flows, the full Arabic interface, prototype tests with staff, and the app's design system.
VALIDATION
Four prototype sessions with court employees, and no usage data for the app itself.
TIMELINE
2024, with prototype testing in July and August
TEAM
Delivered through Plexable with the Royal Hashemite Court team, whose employees took the prototype tests.
The context
The Royal Hashemite Court already ran its internal work on a staff portal. The job was to put that work on a phone: leave, travel and hotel requests, tasks and the team calendar.
The app also had to carry official correspondence, so staff could sign or forward a letter. Whatever needs action stays in plain view, in Arabic first.
My responsibility
I set the structure: five destinations with correspondence among them, and a home screen that leads with whatever is waiting on a decision.
We took the prototypes to court employees, and the app's own design system came out of the same stretch of work.
Design decisions on this app sat with me, across every flow and both themes. That meant holding one test against every screen: can the person do the thing this screen is telling them about?
CONSTRAINTS & TRADE-OFFS
A phone cannot carry a desktop portal. Something had to give. I kept official letters in and gave up breadth, because signing one is the errand that cannot wait for a desk.
The same thinking decided what the app would not do: it does not try to be the portal with smaller text.
● RESEARCH & CONTEXT
Built on the portal research
No new study was run for the app. It drew on the research already done for the staff portal, and three findings from that work set its shape.
Staff wanted to see what needed their decision. They wanted status and ownership visible inside the system. And they found the old home page crowded.
● PRODUCT DECISIONS
One app for requests, tasks and letters
Staff meet a request, a task and a letter in one app, and read all three in the same visual language.
I settled the structure on paper first. That way, what earns a place on the home screen was decided before any screen was styled.
● PROCESS & EVIDENCE
In July and August 2024 we tested the prototypes with four Royal Hashemite Court employees, in four sessions.
Each person handled a hotel request, booked a hotel for a colleague, and signed and forwarded a letter. Every task was completed.
OUTCOMES
Results for RHC
RHC reported 90% fewer support tickets and 35% more tasks completed per employee a day after the redesigned platform launched. The figures cover the platform as a whole, portal and phone app together.
12
Flows
From sign-in and home to leave and hotel requests, the calendar and delegation.
5
Tabs
One bar at the bottom of the screen carries all of them.
4
Test sessions
Every session was with an employee of the court.
WHAT I’D IMPROVE
What I would do differently
Design the quiet home screen first, the one with nothing waiting on a decision.
Agree how the app's own usage will be measured before launch, instead of reading the platform's numbers.
WHAT I LEARNED
What I took from it
Reusing research is a decision, not a shortcut. It held here because the app served the same staff as the portal.
Designing Arabic first changes line length, type size and how much a card can hold, so it cannot be a late translation pass.
More work
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