Lean CX and Usability Assessment for Singapore Public Sector

A low barrier to entry offer to enhance existing e-services with quick-wins and identifying CX metrics for measuring e-service performance.

Use Case

Agencies want to continue evolving and responding to the needs of the citizens based on the e-services that they are providing. However, they face multiple challenges in that process:

• Unsure of how to make use of existing data to improve e-services
• Changes are expensive and time-consuming to implement with service requests needed to be raised and justified
• E-services becoming a laundry list with features/requirements patching on top of each other

Activities

• Week 1-2: Collate and review existing quantitative and qualitative data for selected e-service Comb through and analysis on existing quantitative data for selected e-service (eg. WOGAA, NPS etc) to identify key themes and gaps to deep dive with business goals.

• Week 2-3: Map out as-is and usability audit on selected e-service Review any existing journey maps for e-service and conduct usability testing/interviews on as-is flows to identify key pain points for qualitative data points.

• Week 3-5: To-be mapping and quick-wins for e-service enhancements Map out to-be journey and highlight quick-wins for enhancements on selected e-service.

• Week 6: Future-proofing selected e-service’s usability Propose and recommend CX measurements for future data tracking and guide on how to make use of data collected in future to improve selected e-service CX.

Deliverables

• As-is and to-be mapping for selected e-service
• Insights with actionable recommendations / enhancements to improve selected e-service
• List of CX measurements (both qual and quan) to put in place to measure selected e-service for success
• Guide on how to review data collected and improve selected e-service