Health Promotion Board

LifeSG

Image source: LifeSG

My Role

UX Designer

Internship Duration

7 months

Tools Used

Figma, Dovetail (UX Research)

My Impact

During my internship in the LifeSG team, I worked on several projects to improve the UX of the LifeSG app and website. A main project I was involved in was the Preschool Search feature, alongside another UX designer. Additionally, I also worked on ad-hoc projects such as improving the Guides section, aiming to help enhance LifeSG's overall user experience.

Project 1

Preschool Search Feature

The Early Childhood Development Agency (ECDA) wishes to incorporate its existing preschool search feature into LifeSG's app and website, in addition to enhancing its current experience. Requirements were first obtained from ECDA, and pain points for the existing preschool search were identified through desk research. 3 main pain points were identified:

Disconnect between devices

Search for preschools is available on ECDA through their website, while the feature on mobile is only available on LifeSG

Fragmented information

The current desktop version on ECDA does not allow users to save a list of preschools for future reference, but the LifeSG mobile app does

Lack of personalisation

Parents have to input the same information including preschool level, child's citizenship, type of preschool every time they use the feature

As such the main aim of the project was:

"To provide a one-stop preschool search feature accessible through the LifeSG app and web, ensuring a streamlined, personalised and consistent experience across various devices."

Mapping out the User Flow Diagram

To kickstart the process, we considered user profiles that are likely to utilise the feature - such as Single Parent, Parent with 2 child etc.

This helps to ensure that the enhanced feature will be able to cater to everyone's needs.

Next, user flow diagrams were mapped out (including enhancements to tackle the above-mentioned pain points). These diagrams were utilised to communicate the high-level idea with stakeholders such as product owners and developers whereby it went through several rounds of iterations.

Wireframing

In tandem with the discussions with stakeholders on the user flows, I also started creating wireframes to showcase my ideas better. Below are a few wireframes I have created. See wireframes here.

Landing page on LifeSG website

Preschool details

Results page

Bookmarked preschools

Planning of usability testing

The screens went through several rounds of iterations whereby I obtained feedback from developers and also stakeholders from ECDA before it went to the next phase, which is usability testing.

Before conducting UTs, a detailed research plan was created, outlining the research methodology, objectives, tasks to be completed by the participants, and questions to be asked. I was also in charge of creating the screener survey, shortlisting of participants to better represent our profile groups and the creation of prototypes to be used during UT.

Research Methods:

A 60mins 1:1 Moderated In-Person Usability Test (UT)
Qualitative Research Methodology (UT + Interview Questions)
Single ease questions (SEQ) were administered at the end of each task. This helps to assess the difficulty of the task to better understand which interface/flow has issues.
System Usability Score (SUS) administered at the end of the test. This helps to gauge the general usability of the feature.

Usability testing sessions

There were 3 main objectives of the UT sessions:

Impressions of the design

Obtain users' first impression of the proposed design regarding its look and feel, and whether they have suggestions for improvement

Testing the usability of core features

This includes the new search, bookmark and compare features that have been designed. IA of the details page was also tested.

Clarity of information

Testing on the understandability of the content and elements shown on the screen (e.g. the value of Singpass login)

A total of 20 UT sessions were conducted, comprising 3 different profile groups: (1) Parents with young children (<7 years old),

(2) Young couples who are married and intending to start a family within the next 2 years, and (3) Grandparents/Guardians.

Synthesis of Results

Overall, we obtained desirable feedback from users (I am not able to share the specifics of the feedback due to confidentiality reasons).

The next step in the process was to synthesise the results obtained from our UT sessions. Tags were created in Dovetail, so that crucial responses and feedback provided by the participants can be grouped accordingly.

Overview of the different tags created

After the synthesis of results, it was evident that there was a clear trend in users' expectations and suggestions on how to improve on the proposed idea (e.g. potential features that can be included). These were raised to stakeholders in ECDA, where we aligned our expectations and prioritised on what to be included for the MVP stage, as well as developers regarding technical feasibility.

Enhancements on UI Screens

With the feedback provided and alignment of expectations with the stakeholders, I worked on enhancing the UI screens that were used during the UT sessions.

Try out the preschool search feature, now live on LifeSG here!

Project 2

Enhancing the Guides section on LifeSG

An ad-hoc project that I worked on was to enhance the guides section on LifeSG. The current guides section on LifeSG is a laundry list, where there is no clear segregation. This has posed as a pain point for users as they often find it difficult to look for relevant guides.

Current Guides section on LifeSG

As more guides will become available in LifeSG in the future and the list of guides gets longer, it is important to improve on the user experience to ensure that users can easily find what they are looking for.

Proposed Enhancements

As such, I worked with a content designer to improve the current Information Architecture (IA) of the section. The proposed idea is to segregate guides based on relevant topics, taking into consideration LifeSG's user profiles. Examples of topics include: Starting a family, Raising your child, and Supporting your career.

These topics were decided together with the content designer, where we felt it was the most appropriate categorisation with the current guides available on LifeSG and the categories were made as clear as possible. The sequence of the guides shown was also made based on the consideration of the user base of LifeSG (i.e. who are the main bulk of LifeSG users) Of course, these ideas will go into usability testing to obtain users' feedback on whether it is the best way to categorise the guides.

Revamped Guides section on LifeSG

The proposed idea also includes a toggle at the top, where it showcases the available categories. This provides a useful summary of the type of guides available, and helps users to navigate to the relevant section easily and quickly.

Project 3

User Personas

Another ad-hoc project I worked on was the creation of user personas for LifeSG. After conducting and attending numerous usability testing sessions, it has given me a clearer picture of the pain points and needs of LifeSG's user base. As such, I was able to help the team to create different user personas that can be used during the ideation phase in the future, as well as during stakeholder engagements.

Young Couples

Seniors

Parents with young children

Young Seniors

Grandparents

A user persona template, alongside documentation on how to utilise the template was also provided so that the team can adapt it and use it in the future whenever needed.