Kaki
UX INTERNSHIP AT GOVTECH SINGAPORE
In early 2024, I worked with the GovTech team on UX research and design for the Kaki product.
I’ll be detailing my approach and contributions during the discovery phase.
If you’d like to see the full case study, just let me know!
PROCESS OVERVIEW
While processes can be quite similar, this was my first time diving into a discovery phase from start to — almost — finish, for a project with such a wide reach! It’s been an eye-opening journey, seeing the big picture unfold.
THE CLIENT'S REQUEST TO THE TEAM
They had only one simple request: design an app that helps residents easily store and manage their psychosocial health information.
BUT FIRST…
I had to get a solid grasp on the healthcare and social landscape to truly understand the context. The Singapore healthcare system was mostly uncharted territory for me — aside from my experience getting treated for an unforgettable ankle sprain from ice skating.
ARE THERE EXISTING SOLUTIONS OUT THERE?
To find out, I gathered insights on existing local products, revealing to the team what was working well and where there’s room for improvement.
I included screenshots of the app due to its laggy performance, which will help us save time in future reference. By collating the features, we can easily see everything at a glance, identify the information captured, and minimize overlaps with our potential solution.
LET'S HEAR WHAT THE RESIDENTS HAVE TO SAY!
I teamed up with fellow UXDs to conduct a qualitative study to understand the needs of the residents. I built a discussion guide using questions with innovative framing to ensure our audience — whose English skills were limited — could easily grasp them, I made sure the questions were easy for them to understand to gather genuine and valuable feedback.
SO, WHERE DOES KAKI FIT INTO THE PICTURE?
I explored how KAKI could smoothly fit into a medical setting, which guided us in defining the essential screens for our prototype’s first cut.
NOW, IT'S TIME TO BRING THOSE SCREENS TO LIFE!
I decided to start with a high-fidelity clickable prototype. Why? It makes the experience much more real and immersive for both residents and providers during roleplays, helping them truly picture using it. Plus, the polished look reassures our testers that the prototype is trustworthy—crucial when dealing with private and personal documents.
LET'S SEE HOW THE SCREENS PERFORM IN ACTION
Focusing on the provider’s end first, I set up a roleplay where I acted as a patient in a consultation, letting the provider simulate using the KAKI in their daily routine.
LET'S SEE HOW THE SCREENS PERFORM IN ACTION
For the residents’ end, I switched things up and played the doctor while residents stepped into the patient role during a consultation. In these roleplays, we scored some amazing feedback that really gave us a lot to work with!
NOTHING'S EVER PERFECT ON THE FIRST TRY
With the feedback we gathered, I made some tweaks so we can test the updated version in our next round of interviews.
ALL SET TO PRESENT TO OUR CLIENT
I handled the final design tweaks for all the screens and then turned them into prototypes, giving our clients a glimpse of the product as if it was already up and running.
Want a better look? Just reach out!
THANK YOU
To the wonderful residents, providers, and team! :)
THAT'S NOT ALL THOUGH
While working to deliver KAKI, I engaged in mentoring sessions for UX students from Laselle, held brown bag sessions for fellow GovTech interns, and had a blast learning and exchanging ideas with the GovTech UX team.
A big thanks to the UX team! Over the course of my internship, I really saw my UX skills grow. I was able to sharpen my design thinking, and developed a stronger work mentality.
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© Nicole Lee Wen 2024