eDesk is where Slovak citizens and companies receive and handle official documents from the state. Once the platform became mandatory, every rough edge in it stopped being an inconvenience and became a problem for millions of people at once.

Together with Lighting Beetle we ran the redesign as an ongoing programme rather than a single handover. Workshops with stakeholders, feedback gathered from real users, prototypes put in front of people and reworked, all held together by one design system so the service stayed consistent while it kept changing.

A large share of that work went into how the service behaves on different screens. People open official mail on a phone while queuing as often as on a desktop at work, so every view had to hold up from a narrow phone to a wide monitor: the same actions reachable, the same information readable, nothing pushed out of sight or left to horizontal scrolling.

I joined the UX side as a junior designer and worked on the redesign inside that process. It was the first time I saw a service of this scale up close, where one unclear label or a step in the wrong place costs thousands of people an afternoon, and where nothing ships on taste alone. A lot of how I work now, research first and decisions you can defend, comes from here.