UX research project focused on simplifying the municipal business operating license process — a slow and frustrating experience packed with paperwork, technical language and long wait times.

We conducted field observations and semi-structured interviews with key stakeholders: citizens, customer service staff, office administrators and support personnel.

• Understand the barriers citizens face when applying for a business operating licence.
• Identify opportunities to reduce friction through better content design and service redesign.
• Propose a digital experience that is accessible and inclusive by design.

• Field observations at municipal offices.
• Semi-structured interviews with citizens, staff and administrators.
• Research synthesis — identifying key barriers: lack of guidance, technical language in forms, complex service flows, limited infrastructure.
• Proposed design: simplified digital forms, streamlined service flows, inclusive and accessible standards, enhanced in-person service recommendations.