Digital Nation Pakistan

Embedding Citizen-Centricity in Public Innovation

Services

Training, Service design, UI/UX

Industry

Financial Institution

Overview

Designed and facilitated a use-case generation workshop for Digital Nation Pakistan—a World Bank–led national initiative, in partnership with Entropy-X.

The workshop brought together key stakeholders from government, private enterprises, and civil society to explore how public services can be reimagined through a Citizen-Centric lens. Participants were introduced to Human-Centered Design (HCD) tools and methods to help them co-create inclusive, effective, and context-sensitive digital solutions.

Challenge

Public sector innovation often struggles with fragmented coordination, top-down decision-making, and limited user insight. Digital Nation Pakistan aimed to overcome these challenges by fostering systemic thinking and encouraging collaborative problem-solving across sectors.

The workshop had two objectives:

1. Equip stakeholders with a Citizen-Centric toolkit they could apply within their domains.

2. Generate real, relevant use cases that reflect the needs and lived realities of Pakistani citizens.

Approach

The workshop was designed as an active learning experience—blending theory, systems thinking, and practice. Participants represented a cross-section of the digital public infrastructure ecosystem, including federal and provincial government agencies, fintech providers, telcos, and civil society organizations.

The workshop guided participants through a hands-on process of applying Human-Centered Design to public services. It began with framing public services around citizens' needs, followed by journey mapping and persona creation to understand diverse user experiences. Teams identified service delivery gaps and opportunities for innovation, then co-created actionable use cases for national-scale digital services like e-KYC and welfare. The session concluded with a peer review, where teams reviewed and prioritised the use cases based on defined metrics.

The Outcome

The workshop demonstrated how Human-Centered Design can serve as a bridge—between policy and practice, between citizens and services, and between government and the private sector. By focusing on lived realities and shared systems, we created a space where meaningful collaboration could take root.

It was a step toward a future where digital public infrastructure in Pakistan isn’t just available—but genuinely usable, inclusive, and designed with people at its core.
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