Medical Examination (ME) Portal

Background

The trial of an employer who abused and killed her Myanmar maid made headlines at the start of 2021.

In order to combat maid abuse, MOM consulted with CFPS (College of Family Physicians Singapore) to understand how medical professionals determine physical abuse on an individual.

The squad I am attached to - scrum squad #8 - had to cease current work and divert our attention onto this digital service to facilitate the transmission of information between clinics/doctors and MOM.

Responsibilities

For this project, I was in-charge of:

• scoping, planning and conduct of research

• high-fidelity UI design using existing design system components

• using research data and design best practices to value-add to the project alongside product owner and business analysts

• presentation of research insights and UI work to secure approvals from senior stakeholders

• detailed design handoff work with engineering

• implementation of qualitative and quantitative user data collection

I worked with PO to negotiate for a timeline that allowed for 8 weeks to be spent on research and readying of high-fidelity UI for handoff.

Concept tests

Leveraging on the ResearchOps framework I had set up for the team allowed for research to be expedited because of the following:

• Recruitment using internal database of clinics that submit medical exam results

• Templates for correspondences with research participants

• Templates for tracking all participants’ details and dissemination of incentives

• Template for note-taking and synthesis of research data

For this particular project, I made use of the research method concept testing over remote interviews to validate and invalidate ideas from MOM stakeholders, alignment both parties regardless of the outcome of the testing sessions.

Through concept testing, one assumption that the team had was invalidated. It was an assumption that clinics may want to perform submissions in bulk.

Feedback from concept testing sessions with 5 clinics did not uncover any need for that. Post-launch, this was actually also validated in the fact that only less than 5% of users made more than 1 submission in their sessions in the eService. If not for this round of research, the team may have spent effort on a feature that only served a minority of users.

Visual design with a design system

Using our Internet Design System, I was able to rapidly ensure feasibility and craft all high-fidelity UI that my squad requires to start development work.

Close collaboration with the Design System team allowed me to achieve a quick turnaround from proposal of a new component, to the component shipping to my scrum team’s engineers in just 2 to 3 days.

View more sample UI work from this project in the visual designs section.

Next steps

WOGAA (Whole-of-government Application Analytics) is the government’s internal analytics tool, similar to Mixpanel or Google Analytics.

I pushed for WOGAA to be implemented into the service and my squad of UX-matured engineers have baked it in.

Quan and Qual data will be collected after launch in Dec 2021.

The insights generated will fuel the design and development of the submission of other types of Medical Examinations.

What have we learned post-launch

More than 80% of the feedback received rated our eService at either 5 or 6 out of a total score of 6, indicating that this 1st iteration of the eService is a solid proof-of-concept, ready for other types of medical examination submission to be designed into it.

Only 5% of users performed 2 or more submissions each session, proving that we do not need to consider the building of abulk submission feature for now.

Project success

6 months post-launch, it is reported through WOGAA that ME Portal has achieved a customer satisfaction rating above the whole-of-government average for the 4 most recent months. Our best score was at 91% in May 2022, when the whole-of-government average stood at 84%.

Users have also reacted positively at certain features that we have designed specifically to address their pain points, such as:

• auto-calculation of BMI using the height and weight input

• easy navigation and quick completion of the form

• replacement of a physical form through the use of this eService

• minimal number of data entry fields

• display of helper’s name when making submission to prevent errors