Imagine having the opportunity to design a country from scratch — not just its cities and services, but the digital systems its citizens interact with daily. I had the rare chance to do exactly that while working with the Saudi government on one of the world’s most ambitious urban and digital transformation projects. In this article, I reflect on that experience, share my design philosophy, and explain what it means to build digital public services that truly work.

This article summarizes an episode of the BACKSTAGE ADMINISTRACJI podcast,
where Filip Elżanowski talks with Henryk Klawe. Listen to the podcast on YouTube: https://lnkd.in/d29_ipJk

From Zero to Smart Nation

My work with the Saudi government involved creating a digital layer for an entirely new region. With no legacy infrastructure, my team and I faced what many designers would consider a dream: building user experiences and government flows entirely from scratch. But that freedom came with enormous challenges. There were no existing regulations or strategies—we had to imagine how core aspects of society like education or the justice system could function from the ground up.

The project required mapping 1,000 citizen journeys across 50 areas of public life—from sending a child to school to starting a business. My role was to make these interactions seamless, intuitive, and accessible to users from vastly different cultural and legal backgrounds.

The User Is the Super-User

While much of digital transformation focuses on teaching people how to use technology, I believe the better path is designing technology that users instinctively understand—so that everyone becomes a super-user. This means creating apps where people immediately know what to do without tutorials or guides. To achieve this, design must feel intuitive and familiar, like a natural extension of how someone already thinks and acts. Government apps, especially, should not overwhelm or confuse; they should guide users step by step, empowering even first-time users. When people feel that a system is understandable and responsive to their needs, it builds trust—an essential foundation for any public service. A key example of this is our Digital Locker: a secure, user-controlled space for storing and verifying documents like diplomas or licenses. Instead of sharing files, institutions query the locker directly, returning control to the user and keeping data centralized and private. This kind of design not only simplifies interaction but also redefines the relationship between citizens and the state—by making services feel simple, respectful, and transparent.

Designing for Complexity Without Confusion

After establishing trust through user-centric features, the next challenge is managing the complexity that inevitably grows with scale.

Digital public services often become overwhelming as they grow. I caution against the “super app” trap, where too many functions result in clutter and cognitive overload. You log in and you’re lost. My solution? Continuous user testing and logical grouping of services.

I often reference Poland’s mObywatel app—which I consider a success—as an example. Initially simple, it gained traction through its usefulness during the pandemic. Now, as more features are added, I urge designers to keep revisiting how information is presented and how users navigate the app.

From Citizen to Entrepreneur

Extending this thinking beyond usability and trust, I also began exploring how government apps could empower people economically, not just civically.

I envision a future where the same app that helps you vote or pay taxes can also help you start and run a business. In Saudi Arabia, I helped design a toggle between “citizen” and “business owner” modes, enabling users to switch roles and manage administrative tasks seamlessly.

Imagine opening a business with three clicks—no paperwork, no office visits. Just logic, transparency, and access.

The Power of Local Tech

Why not just import existing global solutions? Because government processes are inherently local. You can’t copy-paste Estonian or French systems into Poland. Cultural, legal, and infrastructural nuances require custom design.

I see great opportunity in Poland’s rising generation of digital artisans—entrepreneurial technologists building small, effective tools for specific needs. These aren’t giant software houses. They’re the future of agile public innovation.

Designing Services in Poland

Building on the potential of local innovation, it’s worth reflecting on how these principles can shape the future of public services at home.

In Poland, we’ve already seen the benefits of well-designed digital infrastructure through tools like mObywatel, but there’s so much more we can do. I believe our next big leap should focus on simplifying processes like business registration, tax reporting, or accessing public subsidies—making them as seamless as opening a bank account. I’d love to see a scenario where a freelancer or small business owner can manage their operations through the same app they use as a citizen, without needing to understand the administrative machinery behind it. The key lies in listening to users, integrating systems smartly, and offering real functionality—not just digital replicas of analog processes.

What Comes Next

When asked what three moves could rapidly accelerate digital public service in Poland, I don’t hesitate: enable digital voting, integrate tax systems directly into user apps, and create a family dashboard to manage benefits, education, and healthcare in one place.

This vision isn’t abstract. It’s rooted in practice, in daily interactions with real users. And it’s shaped by one core belief: that technology, when designed right, can make people feel more in control—not less. Good digital public service is invisible. You don’t notice it. You just live better.

This article summarizes an episode of the BACKSTAGE ADMINISTRACJI podcast,
where Filip Elżanowski talks with Henryk Klawe. Listen to the podcast on YouTube: https://lnkd.in/d29_ipJk

---

Henryk Klawe

_{Co-Funder, Strategy Consultant}