This greenfield service design sat at the intersection of education policy, parental needs, and student aspirations. I brought clarity to complex systems and design tools that help learners make confident decisions about their future.
Parents and students struggled to navigate a fragmented education landscape. KHDA held vast data but lacked a meaningful way to translate it into personalised guidance.
As Service Design Lead & Coach, I collaborated with:
Project Manager
Head of IT
UX Designer
My contribution included:
Leading the end-to-end service design process
Designing and facilitating a design thinking sprint for KHDA’s strategy conference
Training KHDA teams to run design thinking sessions
Leading research, synthesis, mapping, and prototyping
The breakthrough came when we reframed the challenge from “What should the Learner’s Passport be to support education?” to “How do we support a learner’s lifelong learning journey?”
This shifted the conversation from isolated school decisions to a holistic view of growth, identity, and personal potential. Instead of another education tool, we shaped a personalised companion that evolves with each learner, translating data into insight, guiding choices over time, and helping learners build paths that reflect who they are and who they want to become.
Using 'provokotypes', I helped the team see how a single, evolving Learner’s Passport could provide personalised strengths, pathways, and options, transforming KHDA’s role from regulator to enabler.
A powerful moment came during a co-design workshop when a parent participant was so inspired by the way we brought students, parents, and KHDA staff together that they took the workshop outputs and replicated the session in their own school. It showed that the approach itself had impact, empowering communities to redesign learning alongside us.
Defined the Learner’s Passport concept, a personalised digital companion that helps students and parents navigate education choices with clarity and confidence.
Shifted KHDA’s role from regulator to enabler, redefining how data can actively support learner decisions.
Introduced key personalised features, including strengths-based career guidance, course eligibility matching, and curated apprenticeship and job shortlists.
Built organisational capability by coaching KHDA facilitators and embedding a user-centred, evidence-based approach to future projects.
Validated early concepts with real users, ensuring the proposition reflected the aspirations and needs of diverse learners and families.
Sparked mindset change, showing that meaningful impact comes not from more data, but from translating it into guidance that empowers human potential.