DokuShpejt: Simplifying Access to Public Services in Kosovo
Designed a mobile solution to help residents and foreigners in Kosovo navigate official procedures with step-by-step guidance and verified information. The mobile application is called DokuShpejt, a combination of two Albanian words, “Dokumenti” and “Shpejt,” which is intended to mean “quick way of collecting your documents”.
Client
Capstone Project
Role
Product Designer & Research Lead
Year
2022
Summary
Requirement (Business problem)
Despite the presence of an e-government portal, residents and foreigners in Kosovo still struggle to access accurate, complete, and region-specific information on official procedures. This results in confusion, inefficiency, and unnecessary trips to government offices—especially for those without local networks or language proficiency.
Issue (User problem)
Users often rely on word-of-mouth to complete legal and administrative tasks. Government websites lack detailed guidance, consistent document lists, and regional office information. Existing tools like e-Kiosk and e-Kosovo only partially address the problem, and there is no centralized mobile solution to guide users step by step.
Design (Solution)
As part of a senior capstone project, I led the concept and development of DokuShpejt, a mobile application that complements existing government services by offering clear, structured guidance on public procedures. A two-group survey with 172 participants (72 private university students aged 18–25 and 100 individuals from various backgrounds aged 18–50) helped validate the need and shape key features.
We focused on:
Listing required documents for key procedures
Mapping regional office locations
Guiding users based on where they live (7 main regions)
Simplifying bureaucratic language
Supporting both locals and foreigners through intuitive UX
DokuShpejt is not a replacement or replication of government portals. Instead, it integrates their content through links and verified data, directing users to the appropriate official sources. It also fills the gaps left by these portals, offering instructions, explanations, and additional information that are currently missing or hard to find.
End result (Impact/Outcome)
We launched a functional prototype that demonstrates how DokuShpejt could reduce confusion, improve access to public services, and strengthen trust in digital governance. The app aligns with Kosovo’s modernization goals while bridging the gap between infrastructure and user needs. With over 90% internet penetration in the country, DokuShpejt has strong potential to serve a wide demographic—locals, newcomers, and international residents—by making official procedures accessible, understandable, and less intimidating.
Click to read the case study and design rationale
