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I re-engineered the Ministry of Manpower's Work Pass Integrated System in Singapore — the country's first agile government build, and winner of a GovInsider Best UI/UX Design award in 2016. Public services serve everyone, including people with poor English and no smartphone.
A service has to work for everyone, including people with low digital confidence, no smartphone, or English as a second language. Policy constrains the design in ways a commercial product never faces. Or an existing digital service is technically live and practically unusable, and the complaints are reaching the minister.
I led design on services for Singapore's Ministry of Manpower, work which took a GovInsider Innovation Award in 2016 for Best UI/UX Design. Public sector work has a constraint commercial work doesn't: you cannot choose your users, and you cannot decide that the hardest cases aren't worth serving.
That changes the method. Accessibility is a starting requirement rather than an audit at the end. Research has to reach the people least likely to volunteer for a usability session. And policy language usually needs translating into something a person can act on without a lawyer.
The other reality is procurement and approval cycles. Design that ignores how a government body actually signs things off produces beautiful work that never ships.
Public sector engagements usually run longer than commercial ones — a quarter or more — because consultation and approval take real time. Worth planning for rather than being surprised by.
Have you worked with government before?
Yes — most substantially with Singapore's Ministry of Manpower.
Can you work within our existing accessibility standard?
Yes. Tell me which standard and conformance level applies and I'll design to it rather than to a generic interpretation.