Commissioned by the World Bank, in partnership with the Ministry of Internal Affairs of Armenia and ISAA. Delivered in collaboration with international experts from EY Estonia, EY Lithuania, and EY Armenia.
Armenia's citizenship and residency services were in urgent need of modernization. Existing processes were fragmented across systems, relied heavily on paper-based workflows, and required multiple in-person visits. Both citizens and public servants faced unclear instructions, duplicate paperwork, and long waiting times. Simple procedures were unnecessarily complex. The Armenian government launched this project as part of its national "12 Life Events" digital reform, aiming to create services that are digital by default, easy to use, and truly citizen-centric.
The work focused on user research and designing future services based on the findings. Service journeys were mapped using the Sludge Audit methodology, uncovering where users faced the most friction, including unnecessary complexity, time-consuming processes, and confusing experiences.
Based on these insights, a new digital service vision was developed and an MVP prototype was designed using Henaket, Armenia's first public sector digital design system. The system ensures WCAG accessibility and promotes visual consistency across government services.
The result was a practical, user-driven digital solution concept that streamlines fragmented service processes into a coherent digital experience, reduces reliance on paper documents and in-person visits, and lowers the administrative burden for both citizens and civil servants. The MVP prototype gives Armenia a scalable, implementation-ready foundation for continued public service innovation.