My Contribution
User Research, Wireframing, Prototyping, UI Design, Workshop Facilitator
Summary
As part of the Singapore Government Developer Portal's roadmap, a new project was launched to provide developers with a one-stop platform to access and build applications using the Singapore Government Tech Stack (SGTS).
Due to the unique nature of this government project, enhancing the developer experience through the creation of a developer console cannot be achieved by simply replicating the console of commercial products.
The developer console team initially consisted of 2 developers, 1 product manager, and 3 designers, including myself, all of whom are members of the developer portal team. However, we have subsequently included other members from the SGTS Product teams on a part-time basis to provide assistance in specific areas.
Unify the experience for agency project teams to discover, subscribe, and manage SGTS services.
Enable agency project teams to innovate and build safer applications quickly and easily using SGTS.Facilitate the growth of SGTS product team by reducing effort in onboarding, duplicated work, and customer support.
Accelerate the development of innovative digital services through guided paths, easily discoverable resources, and strong community support.
Understand SGTS product, processes, expectations and pain points.
Understand user’s pain point as well as if the process matches what product teams expected.
Identify any areas of improvement from existing processes.
Focus group
User interview
Contextual inquiry
User journey mapping
Service blueprint
We conducted multiple sessions with various SGTS product teams to understand their processes, address issues, and discuss concerns about the current status quo.
Console Ideation
During these sessions, we identified several potential areas of improvement, specifically addressing duplicated work carried out by different SGTS teams and their users. Additionally, we got participants to visually depict their vision for the console.
After gaining an understanding of the perspectives of the SGTS product teams, we proceeded to have conversations with their users to assess whether their experiences aligned with the expectations of the product teams. We also sought their feedback on areas where they felt improvements could be made in the current process.
Similar to the sessions with the SGTS product teams, our conversations with the users led to the identification of several potential areas of improvement, including matters related to support.
To gather more comprehensive and relevant information about how users navigate and complete processes, we visited the users' environments while they were onboarding and using SGTS products. To gain the cooperation and support of both the users and SGTS product teams, we offered ourselves as level 1 support because many members of our team have experience from both the user and product team perspectives.
Through the contextual inquiries, we uncovered a disconnect between the expectations of the product team and the actual user experience.
User Journey Mapping & Service Blueprint Workshop
We organised a workshop to assist SGTS product teams in visualising the interconnections between various service components, including people, props (physical or digital evidence), and processes. These components are directly linked to touchpoints in the user journey.
User Journey Map
Service Blueprint
Action Plans
Results
During the workshop, the product teams not only gained a deeper understanding of their users' journey but also their own processes. As part of the workshop, participants were also engaged in developing action plans based on specific potential areas of improvement identified in the service blueprint.
Prototyping
Based on all the information we have gathered thus far, we have designed and created a prototype as the initial draft, which we will discuss with the SGTS product teams.
Developer Console Prototype
The proposed new developer console will incorporate selected products from the existing SGTS offerings, including TechPass, which serves as the identity and access management (IAM) and single sign-on (SSO) solution. Additionally, it will integrate common services to eliminate duplicated work for SGTS product teams and enhance the user experience.
Results
Based on conversations with the SGTS product teams and their users, the general sentiment is that they are supportive of the developer console and the direction it is heading.
Next Step
The next step is to launch the developer console and gather additional data points for further improvements.
