We print out the introduction of all of the brand personality and ask all the stakeholders, which one is closer to their agency.

In the end we found that most of them select "care giver" and they want to provide the warm feeling to the citizen.

Based on the results from the brand personality workshop, we created 3 differnet styles of design then paste them on the wall in their building for public to vote.

After a month, we share the results of voting for the clients and provide them suggestions to decide which style to go with.

Printed out all the page titles from both 2 old websites and shuffle them, then ask users to recategorize them.

We made the wireframe and prototype for new information architecture, based on the card sorting results.

We asked users to find certain information in the new information architecture. In the meantime, we observe and record their reaction.

After they finished, we asked if they found any difficulty or confusion, or why they have a certain reaction when they are doing a certain task.

Interview the officers who are in charge of the call center and a public inquiry to understand what are the most frequently asked questions and complaints from the public. After the interview, we asked for the FAQ list then group the question type.

Mapping out the user journey with our product owners to help us understand how to get married in Singapore for different types of users and potential pain points.

Interviewing different types of public members for the as-is website and their experience of processing the marriage process in Singapore.

Different type of users has different process to get married in Singapore. Users are not clear about what they have to do next based on their type.

The fields and questions in the online marriage application are not easy to understand, some of the questions are only for certain types of couples.

The website is text-heavy and the information is scattered. Users are not easy to find the information they need. Once they can't find the info they will call to call center for help.

The current registering process is long and scattered in different channels. It's easy to lose the timeline and there is no place to track the registering status.

Currently, the officer will assign an appointment with couples after the application is submitted. It takes a lot of time for couples to reschedule if the time doesn't work for them.

Currently, the registering process for each user type is different, we mapped out all of them and find out the similarity, then regroup the type based on the similarity.

The process of registering the marriage is already complicated, it's important to help users not to be distracted by the information not related to them.

We did another interview with citizens, in order to finish those tasks during the registration, what information do they need?

If couples only stay in one channel, It will avoid them getting lost while switching channels, but also easier to track status for all tasks.

By re-organizing the content into steppers, users are clearly what they have to do in each step and what's next.

Divide the big application into several tasks, when user starts it, the screen will show a dashboard to tell users how many tasks do they need to finish and they don't have to finish in one time.

After the user finished the tasks, the user not only can receive the email notification but also can log in to the dashboard to track their application and booking process.

Grouping information based on user type, so that user can focus the information they need to know easily.

Channel all the users from the beginning by eligibility check and profile, users only need to focus on the tasks and information that are related to them.

The system will manage the available appointment time slot for couple to book and reschedule.

We work with our clients to prepare the question and ask them to send out the survey to all solemnizers.

The questions are mainly focused on their profile, acceptance for digital products, how to manage their time, and desired features.

We interviewed solemnizers to understand how do they normally get the request from the couple and how do they conduct the solemnization.

We interviewed user who has married in Singapore about their experience of booking a solemnizer and what's information of solemnizer they will pay attention to when they book.

Couples already knew someone on the solemnizer list, for example, the pastor who works in the church that the couple normally goes to.

Couples don’t know whom to choose, but they wish the solemnizer could be under certain criteria.

By sending an invite to the solemnizer, the couple are not the only party that can choose, it also provides the solemnizer a chance to decide if they want to accept or not.

The system recommends a solemniser for the couple who don't have a solemniser in mind based on their religion and language preference.

Couples can only book one solemnizer at one time, and solemnizers have a right to accept or reject. The couple can not book another one until the original solemnizer responds.

Solemniser can update their profile on their portal and the information will be synchronized to the OMJ website for couples to view.

The system will send emails to notify both solemnizer and couple when either party has updated their progress of the booking, as well as another email to remind them a few days before the appointment.

Provide a solution for both couples who have a solemnizer in mind or have no idea how to pick a solemnizer. Users can select based on their needs.

We asked the user to select the criteria first then let the system auto-assign a solemnizer based on the criteria. In order to avoid making some solemnizers overloaded, the system will assign the solemnizer who has the least booking in the month first.

The client invited us to go to their office and observe how they work on their daily basis and their operating behaviors.

By interviewing different roles of officers, we can learn what they care about, what is their duty, how they use the current system, and how do they think about the current process.

We did a card sorting workshop with different roles of officers and ask them to group for the features based on their needs.

There are several features in the system that have not been used for a long time because of some historical reason, some staff don't even know what are those functions for.

The information architecture is quite messy, only officers who used certain feature frequently can find it easily and some of them have multiple entrances which has not been used.

Low authority users will see a lot of functions that they don't have access to use or only use a few times a year. It takes a lot of time for them to find certain features they need to use on a daily basis.

There are a lot of big forms in the system, it's hard to read it and many fields are not related to the particular case.

Since there are many applications that have expired dates, and normally the officer will set cases that are close to it as the first priority. Currently, in the system, users can not tell what are urgent cases.

The senior management wants to know what their employee has changed for the heavy actions, and also for some actions need to get approval from them.

1. Highlight the urgent cases, so that the user can understand the priority of their works.

2. Each role has a different business they need to focus on, by highlighting features they usually need, it can improve their work efficiency.

Only display to users what they have to focus on and it also reduces the confusion and distraction simultaneously.

There are 2 sections in the dashboard. One is the most urgent case and the other one is about functions for the certain role they will use on daily basis.

For the urgent tasks, we will not only highlight them in the dashboard but also send out the email notification to the officer.

Each role can only see and use functions they have been configured so that they can locate what they have to focus on easily.

We regroup all the features based on the result from the card sorting workshop and also only keep the necessary entrance for each of them.

We divided the form into several tabs, users can pay attention to the information they need to operate in the certain tab.