Awesome Deloitte: Business Regulations Case Study

Online Business registration

Transforming services for people and businesses

Mygov is the body entrusted with promoting the digital revolution in the public sector. The system is subordinate to the Minister of Economy and Industry, and works to improve the interface and government service for residents and businesses in Israel. Our task is to design and characterize an online business licensing system to improve the business licensing process using digital means.

Service design and
UX for the digital business licensing

Following a government decision, we were tasked with designing and characterizing an end-to-end digital business licensing system - serving over 130,000 business owners across Israel. The goal: simplify, shorten, and fully digitize a process that had long relied on physical visits and fragmented bureaucracy

CHALLANGES:
A long, complex and expensive process

Business licensing in Israel involved multiple regulators, non-uniform forms, repeated physical visits, and no centralized information. The lack of standardization across local authorities made the process slow, costly, and frustrating - especially for the 130,000+ business owners who need a license every year

the product solution:
All-in-One platform
for business licenses

We designed a unified digital portal where users submit their licensing application once - and manage the entire process in one place. All involved authorities interface with the central system and share data automatically, turning a multi-visit bureaucratic ordeal into a fully digital, end-to-end experience

The process to success

With our dynamic process we are weaving together the threads of creativity, analysis, and user-centricity. From envisioning concepts to crafting detailed system screens.

Modeling the Process & its focus

Examining the segments of businesses that require licensing, by using a variety of research tools, in order to understand and focus the project on the relevant processes and populations

In-depth Analysis

Includes interviews with the approval providers involved in the process, regulatory review, reports and quantitative data

User Research

In-depth research for the benefit of understanding the needs, pain points and motivations of the business owners from the selected segments

Characterization of Personas

Defining the target audience and mapping the significant customer journeys while referring to the pain points, needs and motivations in the process and identifying the opportunities for a solution.

Benchmark Review of similar processes in the world

Identifying Leading Practices in the public and private sector.

Joint Thinking Workshop

To design the new experience and define the features for the optimal future process.

Concept development & product definition

Creating the framework and marking the way for future development.

Concept to Full System
Design: Detailed characterization & design

Empowering Israel's digital journey by aligning with government DSM on desktop and mobile. Adapting seamlessly to regulatory changes and updated work interfaces with authorities and involved bodies.

Modeling the Process & its focus

Examining the segments of businesses that require licensing, by using a variety of research tools, in order to understand and focus the project on the relevant processes and populations

In-depth Analysis

Includes interviews with the approval providers involved in the process, regulatory review, reports and quantitative data

User Research

In-depth research for the benefit of understanding the needs, pain points and motivations of the business owners from the selected segments

Characterization of Personas

Defining the target audience and mapping the significant customer journeys while referring to the pain points, needs and motivations in the process and identifying the opportunities for a solution.

Benchmark Review of similar processes in the world

Identifying Leading Practices in the public and private sector.

Joint Thinking Workshop

To design the new experience and define the features for the optimal future process.

Concept development & product definition

Creating the framework and marking the way for future development.

Concept to Full System
Design: Detailed characterization & design

Empowering Israel's digital journey by aligning with government DSM on desktop and mobile. Adapting seamlessly to regulatory changes and updated work interfaces with authorities and involved bodies.

Methodology

Unfocused and lack of standardization

Existing process

Long, unclear and unnecessary process

Benchmark

To be the first full digital process

Customer characteristics

Young audience that wants a cheap  and short process

Methodology

Unfocused and lack of standardization

Existing process

Long, unclear and unnecessary process

Benchmark

To be the first full digital process

Customer characteristics

Young audience that wants a cheap  and short process

Streamlining the Process

Submitting a digital application

Completing a digital licensing application involves multiple steps. Save the form as you gather details and submit it directly to the local authority when ready.

01.

Details of the business

02.

The owner

03.

Types of licenses

04.

Documents and statements

05.

Summary and submission

Managing existing request

Overseeing and maintaining the process

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01.

Address deficiencies

02.

Track statuses

01.

Details of the business

02.

The owner

03.

Types of licenses

04.

Documents and statements

05.

Summary and submission

01.

Address deficiencies

02.

Track statuses

Streamlining the Process

Submitting a digital application

Completing a digital licensing application involves multiple steps. Save the form as you gather details and submit it directly to the local authority when ready.

01.

Details of the business

02.

The owner

03.

Types of licenses

04.

Documents and statements

05.

Summary and submission

Managing existing request

Overseeing and maintaining the process

01.

Address deficiencies

02.

Track statuses