Project
GoDocs explored how government documentation and licensing processes could be made simpler, clearer and more accessible for small businesses.
The objective was to reduce complexity, improve understanding and help business owners navigate documentation requirements with greater confidence.
Understanding
Many small business owners found documentation processes confusing, time-consuming and difficult to navigate.
The challenge was not availability of services, but clarity, trust and guidance throughout the process.
Approach
Rather than introducing unnecessary complexity, the approach focused on familiar channels and simple interactions.
Using familiar communication tools reduced friction and encouraged faster action.
Execution
Workflows were built through WhatsApp first, supported by backend processes.
Later, an app layer was added based on actual usage and need.
The service journey was continuously refined based on user behaviour, making the process easier to understand and complete.
Contribution
The work involved understanding user challenges, simplifying service interactions and shaping a more accessible customer journey.
This included product thinking, workflow design and improving how users moved through the documentation process.
Outcome
• Improved user completion rates through simplified workflows
• Increased user confidence during documentation processes
• Created a clearer and more structured experience
• Built based on actual user behavior, not assumptions