As part of the human-centred innovation of a complex institutional service, I was tasked with designing and leading inclusive user research, usability testing, and comprehensive insight reporting for a government entity in the Arab Peninsula. With the inclusion of people with disabilities as a key feature of the redesign brief, I collaborated with various project stakeholders to develop a framework that ensured diverse voices were represented. This process involved conducting accessibility-focused usability testing sessions and gathering extensive insights. My findings were compiled into a report with actionable recommendations aimed at enhancing user experience and service accessibility. The project successfully provided the government entity with the insights needed to make their service experience more inclusive and user-friendly, fostering greater community engagement and reinforcing a sense of belonging in its audience.


'' Marco was instrumental in ensuring that our design recommendations took the project strategy into consideration while pushing the design work forward in a pragmatic way. Improving accessibility and inclusivity was a key objective - Marco helped us take a design approach that was founded in substantive understanding of the materiality of the designed object itself, but crucially also informed by insights gathered by engaging meaningfully with stakeholders and end users. ''
Design Studio CEO​