A complete UX/UI redesign of a Ukrainian government document-service portal, making bureaucratic processes fast, clear, and human-friendly for 128 million annual visitors.
ГОТОВО! Документ-Сервіс is a Kyiv service centre for citizens: passports, marriage registration, insurance, apostille, property legal services and more.
The existing product had an outdated visual language, a confusing hierarchy and a service structure that felt impenetrable to everyday citizens. The task: refresh the design and make the structure more convenient and user-friendly.
The goal: simplify how citizens deal with the state, with a service that keeps getting documents short and keeps customer care fast, convenient and high-quality.
Redesign the ГОТОВО! service from the ground up, keeping the brand's warmth and approachability while making it far easier to use.
One state centre serving 128,650,000 satisfied visitors: proof that government services can be efficient and pleasant.
The old "Документ" portal felt dense and transactional. ГОТОВО! treats citizens as valued users, not case numbers.
The redesign brings a clear hierarchy, a warm yellow brand language and an approachable tone.
Every key flow was mapped and simplified, from finding a service to booking and submitting documents. Service pages gather everything in one place, so citizens don't have to move between government portals.
From marriage registration to international shipping, very different services sit in one friendly grid that leads people to what they need without overwhelming them.
Documents required, options and contact details sit together. The desktop design follows a "convenient service for everyone" idea: bold type, warm yellow accents and generous space, so even legal processes feel manageable.
Registration asks only for what the service needs to reach the citizen and process an application.
The profile is where applications start and where their progress lives.
Mobile was designed alongside desktop. The layout keeps the brand's warmth while adapting the catalogue, navigation and application flows to small screens, so citizens can reach government services from anywhere.
A bold geometric snowflake, a confident yellow and heavy sans-serif type: authority and approachability in equal measure.
The contact section signals trust with structured, scannable information.
Government UX demands radical clarity. When users are under stress (navigating bureaucracy, deadlines, legal obligations), every ambiguous label or buried action costs real emotional energy. Simplicity is not a preference; it's a requirement.
Brand warmth builds trust in institutional contexts. The shift from the cold "Документ" identity to the energetic, yellow-accented ГОТОВО! was not cosmetic: it fundamentally changed how users perceived the service's approachability and reliability.
Transparent pricing is a UX feature. Surfacing service costs (Базовий / Стандарт / Преміум) directly on the service page, rather than hiding them behind contact forms, significantly reduces friction and builds user confidence in the service.
Mobile parity is non-negotiable for civic services. Designing the mobile experience in parallel, not as an afterthought, ensured the service remained accessible to citizens regardless of device, which is critical for a public-facing government platform.
