OPRS 2 project involved an upgraded knowledge-sharing platform designed to improve data sharing between a broader range of service providers, including kindergartens, primary schools, and NGOs. This project aimed to bridge gaps in service continuity and enhance communication, data security, and compliance with accessibility standards.

Goal

Lead the redesign and expansion of the platform to accommodate new service providers, enhance functionality, and ensure user data security. The focus was on addressing real user needs, improving communication, and iterating based on feedback.

Outcome

The project resulted in significant improvements across various aspects of the platform:

Enhanced Usability: Refined the user interface based on usability testing, leading to a more intuitive and efficient experience.

Improved Communication: Implemented a meeting-arrangement system for better coordination, replacing the need for costly real-time notifications.

Data-Driven Decisions: Adjusted design changes based on empirical evidence, ensuring that updates were both user-centred and aligned with stakeholder goals.

Increased User Satisfaction: Continuous iterative improvements based on feedback led to higher user engagement and satisfaction.

Service Designer,
User Researcher

Methods

User Research, Usability Testing, Co-design Workshops, Persona Creations, Journey Mapping, Service Blueprint, Ecosystem Mapping, Rapid Prototyping, Feedback Loops

Year 2019-2022

To address the evolving needs of the knowledge-sharing platform, I started by conducting comprehensive user research. I initiated the process by reviewing existing platforms and their limitations in supporting efficient data sharing between service providers. Interviews and workshops with NGO service delivery teams, school administrators, and other stakeholders revealed critical insights into their unique requirements and challenges. By creating detailed user personas and user journey maps, I gained a clear understanding of the pain points and needs of our target users, such as the necessity for secure data handling and improved communication channels. This research was pivotal in shaping a user-centered design approach and ensuring the platform met the practical and strategic needs of all parties involved.

Through research and user feedback, I identified several key insights:

Need for Improved Scheduling and Communication

Concerns Over Parental Consent

Desire for Streamlined Data Management

—NGO Service Delivery Team User

In a series of ideation workshops with stakeholders from various NGOs and schools, I brainstormed numerous ideas to enhance the platform. Using a prioritization framework, we identified the most critical features to include in the prototype:

Customizable Scheduling System

Enhanced Data Access Interface

Integrated Feedback and Consent Tracking

These features were prioritized to address the identified needs and enhance the platform's overall effectiveness and usability.

Visual Design and Evidence-Based Changes

Initially, a senior stakeholder proposed a major visual overhaul without supporting evidence. To address this:

Action: Scheduled a meeting to discuss the rationale, emphasised evidence-based design, and proposed a usability study.

Outcome: The study confirmed that functionality was more critical than aesthetics. The refined design was user-centred and aligned with stakeholder goals, maintaining a positive relationship through transparent communication.

2. Distinguishing User Needs from Wants

During the Alpha phase, there was a strong desire for real-time notifications, which was not financially feasible. To address this:

Action: Conducted interviews to uncover the true need for enhanced communication. Tested alternative solutions like regular communication schedules.

Outcome: Implemented a meeting-arrangement system that improved coordination without the cost of real-time notifications, resulting in higher user satisfaction and operational efficiency.

3. Feedback Loop for Iterative Development

Ensuring that user needs were met iteratively was crucial. To achieve this:

Action: Analysed user metrics, set priorities with stakeholders, and conducted co-design workshops. Implemented a feedback loop with regular check-ins and usability testing.

Outcome: Continuous improvements based on feedback enhanced the platform’s usability and alignment with user needs, leading to increased satisfaction and engagement.

Adopting a user-centred approach and iterative development was vital for the project’s success. Engaging stakeholders, conducting thorough research, and implementing evidence-based changes allowed us to refine the platform effectively. Persistence in advocating for data-driven decisions and focusing on real user needs ensured that the final product exceeded expectations and delivered significant value to all users.