Work
DigiLink
Industry: Government / Civic Tech
Deliverables: Design Thinking Facilitation, Playbook Development, User Research
Year: 2024
Snapshot of usability testing results from the Design Sprint user research
With one of Nigeria’s youngest populations and over 70% internet penetration, Edo State had strong digital potential. But true transformation in governance requires more than just technology. It demands a shift in how public services are designed, delivered, and experienced.
The DigiLink project was launched to embed user-centered design into the heart of government operations, transforming how problems are approached and how citizens are served.
As a Service Design Consultant, I worked with a multidisciplinary team to integrate design thinking into public sector workflows. I facilitated collaborative design sprints with civil servants across various agencies, led field research on critical state programs, and co-developed the Edo State Design Sprint Playbook — a practical guide to help civil servants sustain design-led problem-solving long after our engagement.
Edo State Government officials carrying out "problem identification" during design sprints
Public services in Edo State were often designed and implemented from the top down, leading to inefficiencies, low adoption rates, and fragmented citizen experiences. Many digital initiatives failed to resonate because they weren’t built with the end-user in mind.
At the same time, there was a deep skepticism toward new methods like design thinking. Most civil servants had never participated in a design sprint, and some initially viewed it as “too techie” or irrelevant to their work. Getting buy-in meant reintroducing design as a practical tool for solving real, everyday problems.
Edo State Government officials carrying out "problem identification" during design sprints
Our first sprint, especially Day 1, became a powerful turning point. Every detail, from the way sessions were facilitated to the co-creation exercises, was crafted to build confidence, foster collaboration, and demonstrate how this new approach could enhance their existing workflows.
We began with team bonding exercises that helped break silos, then moved into collaborative problem-definition workshops. One of the highlights was a playful naming game where participants chose creative titles like “Chief Pixel Pusher” and “Idea Activator.” These small, lighthearted moments sparked energy and made the process feel approachable and fun.
By Day 2, mindsets had shifted. Civil servants who once viewed design as “extra” now saw it as essential. They moved from passive participants to active problem solvers.
Edo State Government officials carrying out user research during design sprint
One of the most impactful applications of our approach was the Edo Residency ID program, a state-wide initiative to create a unified resident identity system. I co-led the user research effort alongside civil servants, conducting field interviews and usability tests across diverse groups including parents, traders, students, and public workers.
Their feedback shaped the product at every level. We rewrote the onboarding flow to match how people naturally navigated registration processes and simplified the language to ensure clarity across literacy levels. One major insight revealed that many residents didn’t understand the “why” behind the ID, so we reworked the value proposition to clearly communicate its everyday benefits.
Government officials who participated in the Residency ID design sprint
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