Ethnographic research
Service Design
Collaboration with Ministry of Manpower (MOM) to bridge communication with foreign workers and with National University of Heatlh (NUH) to improve waiting experience in a healthcare journey.
Year 3 of University · Industrial Design

1. Effectively engage foreign workers on their rules and rights

About
ATOM is a collaboration project with Singapore's Ministry of Manpower (MOM) to create a more effective and engaging communication on MOM's rules and employments rights.

Key painpoint

Foreign workers in Singapore are difficult to reach out and continuously engage

Role
In this team of 3, I co-led the user research process and was in charge of all physical prototypes.

Service ecosystem
After conducting our initial user interviews with foreign workers and understanding our stakeholders' requirements from MOM, we mapped out the current ecology diagram.

A service blueprint was mapped to understand existing efforts from the front lines to the backend staff


Physical prototypes and user testing
To test the adoption of our solution, we created a realistic prototype to gather honest feedback from the foreign workers. We went down to foreign workers' common areas to validate assumptions. Users were able to freely interact with our prototypes as we observe their initial reaction.

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Final outcome

We implemented our system into Automated Teller Machine (ATM) which are easily available around country wide.

We also made use of sms based initiatives and physical collaterals across several touchpoints.

Benefits:
1. Cost-effective way to disseminate information
2. Effective outreach to all foreign workers in Purpose Built Dorms (PBDs) and non-PBDs.

2. Improving waiting experience in a healthcare journey

About
HueO is an integrated information system that hopes to humanize healthcare services and enhance the waiting experience in a hospital setting. This project is done in collaboration with Phillips Healthcare and National University Healthcare (NUH).

Key painpoint

Waiting experience in a typical healthcare setting is often plagued with frustrations such as long queues and uncertain waiting times.



Role
In this team of 3, I participated in the user research process and led the synthesis session. I was also in charge of executing the final solution in physical prototypes.

User research
After immersing ourselves in an actual hospital waiting area, we collected our observations and conducted interviews with our three main stakeholders identified — Patients, next-of-kin and nurses. The entire user journey surfaced many friciton points which led to several design opportunities.

We started by asking ourselves;

What if the waiting experience could be brought out of the waiting area?

Primary persona

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If patients could choose where they wish to wait—Will it reduce their perceived waiting time?

Proposed solution
With our 3 key insights, we developed a solution called HueO.

1. Easily accessible: HueO will be planted across the hospital area
2. Always informed: Patients receive updates of their queue position with a simple scan of the wristlet
3. Drive traffic to hospital retail: Patients receive food/retail coupon to use during waiting

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Role play
To stress test our solution, we conducted role play internally as patient, nurse and next of kin. Along the way, we noted down touchpoints that could potential cause confusion in our users.

Final outcome
We brought our primary persona through the new journey and recorded the entire process.

User testing
HueO was planted across the hospital to test for reaction. Objective was to test for visibility and observe users' interest.

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