A highly flexible government booking system
A highly flexible government booking system
GovTech is a government agency that drives Singapore's digital transformation by building tech solutions for the public sector.
GovTech is a government agency that drives Singapore's digital transformation by building tech solutions for the public sector.
PRODUCT DESIGN · WEB APP
PRODUCT DESIGN · WEB APP
YEAR
2020
DURATION
6 months
ROLE
UX Designer
DEVICE
Web app
OVERVIEW
Govtech partnered with us to build and deliver BookingSG — an initiative to collate, improve and manage Singapore's governmental-wide appointment and booking experience—focusing on calendar, availability, rostering and booking.
Problem
Build a flexible booking system from the ground up where it is able to cater for a wide range of government services and can be easily integrated. Crucial part of this product is its flexibility to work within all contexts for 1:1 bookings as well as 1 to many.
Build a flexible booking system from the ground up where it is able to cater for a wide range of government services and can be easily integrated. Crucial part of this product is its flexibility to work within all contexts for 1:1 bookings as well as 1 to many.
Build a flexible booking system from the ground up where it is able to cater for a wide range of government services and can be easily integrated. Crucial part of this product is its flexibility to work within all contexts for 1:1 bookings as well as 1 to many.
PROBLEM STATEMENT
Thousands of Singaporean citizens book appointments across various government agencies daily, but the process is fragmented and lacks a streamlined experience, leading to confusion and inefficiencies. How might we improve and streamline the government-wide booking experience and build a product that can be easily used and integrated across all use cases?
ABOUT
Design process
Are we building the right product?
I conducted interviews with government service providers and 1:1 sessions with Singaporean citizens, alongside concepting and benchmarking other government websites. These activities helped us better understand the service landscape and helped shape our product direction, feature backlog, and priorities.
iNSIGHTS
Opportunities
Needs to be highly flexible
Agencies and the user roles all have very different working processes and technologies. The solution needs to be able to cater for all requirements in terms of features and implementation.
White labelling
As it needs to cater for various agencies and their branding, the product needs to be easily adaptable and stripped back to cater for custom theme-ing.
Current workflows are very manual
The agencies were all very manual driven with intense amounts of paperwork and used various individual programs that had no centralisation.
Admins needs more control
Admins being the power user will need to oversee and manage all service provider bookings.
Citizens are device agnostic
Citizens may use desktop or phone depending on the time of day and type of service they are looking to book.
Features prioritisation
Due to the large scale of the project, we prioritised with the stakeholders key MVP features to start based on research analysis and agency requirements, and prioritised potential future features into the backlog.
OUR VISION
Build a scalable, easily integrated booking solution that seamlessly supports multiple government agency workflows. Designed with white-labelling in mind, the product aims to enable a unified "one-to-many" booking experience across the public sector with 3 core users in mind.
KEY FEATURES
Final design highlights: Citizens Portal
ABOUT
Design process
CITIZEN
Citizen portal
User scenario
The citizen portal is connected via an agency website and allows users to:
1. Choose a date and time
2.Fill in additional information
3.Receive booking confirmation
4.Re-schedule and cancel
KEY FEATURES
Final design highlights: Admin and Service Provider Portal
AGENCY ADMIN · SERVICE PROVIDER
Setting schedules
User scenario
Agency admins is able to set up service schedule via 2 convenient ways to allow bookable times on the citizen facing portal.
AGENCY ADMIN · SERVICE PROVIDER
Flexible customisation
User scenario
Admins and service providers can set specific requirements that is catered to their workflow. Users are able to set:
Unavailabilities
Service operating date ranges
Custom citizen details to capture
AGENCY ADMIN · SERVICE PROVIDER
Overarching bookings view
Admins scenario
Admins are able to view all service provider bookings and schedules for a particular service so that they can assign bookings and view available capacities.
Service provider scenario
The service provider are able to see their own individual schedules only.
AGENCY ADMIN · SERVICE PROVIDER
Accept and decline bookings
User scenario
Admins and service providers are able to view details of the requested booking and choose to either accept or decline. Users are also able to easily filter booking requests for specific requirements.
IMPACT
MVP release was released to Government agency: Marriage Solemnisers. The release was successful as we onboarded more than 3000+ service providers to the platform which has completely eliminated the manual work of calling up citizens and taking bookings in their personal excel.
"It caters to all our needs as a booking system! I really like how much i can customise and can finally manage all my bookings in one place!"
- Singapore Marriage Solemniser
Next steps
This is an ongoing project that has now been handed over to the Singapore Govtech scrum team. Being an ever evolving product, it needs to be further tested with an iterative design approach. There are still many features in the backlog to validate and complete as well as tailoring the product to future government agencies.
PROBLEM STATEMENT
Thousands of Singaporean citizens book appointments across various government agencies daily, but the process is fragmented and lacks a streamlined experience, leading to confusion and inefficiencies. How might we improve and streamline the government-wide booking experience and build a product that can be easily used and integrated across all use cases?
Features prioritisation
Due to the large scale of the project, we prioritised with the stakeholders key MVP features to start based on research analysis and agency requirements, and prioritised potential future features into the backlog.
KEY FEATURES
Final design highlights: Citizen portal
Next steps
This is an ongoing project that has now been handed over to the Singapore Govtech scrum team. Being an ever evolving product, it needs to be further tested with an iterative design approach. There are still many features in the backlog to validate and complete as well as tailoring the product to future government agencies.
Are we building the right product?
I conducted interviews with government service providers and 1:1 sessions with Singaporean citizens, alongside concepting and benchmarking other government websites. These activities helped us better understand the service landscape and helped shape our product direction, feature backlog, and priorities.
KEY FEATURES
Final design highlights: Admin and Service Provider Portal
OUR VISION
Build a scalable, easily integrated booking solution that seamlessly supports multiple government agency workflows. Designed with white-labelling in mind, the product aims to enable a unified "one-to-many" booking experience across the public sector with 3 core users in mind.
CITIZEN
Citizen portal
User scenario
The citizen portal is connected via an agency website and allows users to:
1. Choose a date and time
2.Fill in additional information
3.Receive booking confirmation
4.Re-schedule and cancel
AGENCY ADMIN · SERVICE PROVIDER
Setting schedules
User scenario
Agency admins is able to set up service schedule via 2 convenient ways to allow bookable times on the citizen facing portal.
AGENCY ADMIN · SERVICE PROVIDER
Flexible customisation
User scenario
Admins and service providers can set specific requirements that is catered to their workflow. Users are able to set:
Unavailabilities
Service operating date ranges
Custom citizen details to capture
AGENCY ADMIN · SERVICE PROVIDER
Overarching bookings view
Admins scenario
Admins are able to view all service provider bookings and schedules for a particular service so that they can assign bookings and view available capacities.
Service provider scenario
The service provider are able to see their own individual schedules only.
AGENCY ADMIN · SERVICE PROVIDER
Accept and decline bookings
User scenario
Admins and service providers are able to view details of the requested booking and choose to either accept or decline. Users are also able to easily filter booking requests for specific requirements.
IMPACT
MVP release was released to Government agency: Marriage Solemnisers. The release was successful as we onboarded more than 3000+ service providers to the platform which has completely eliminated the manual work of calling up citizens and taking bookings in their personal excel.
"It caters to all our needs as a booking system! I really like how much i can customise and can finally manage all my bookings in one place!"
- Singapore Marriage Solemniser