Onboarding guidelines for ID cards to Singpass app

challenge

Improve partner engagement and reduce overhead required to onboard ID cards

responsibilities

System Design

Service Design

UX Design

Visual Design

Stakeholder Management

collaborators

1 x Product Manager

3 x Engineers

timeline

May 2021 - July 2021

(1.5 months)

About

I initiated and created this document to facilitate the process of engagement and discussion with government agencies to onboard their respective cards into the Singpass app.

The process was inefficient and time-consuming — there can be a many rounds of meetings and emails going back and forth about what can and cannot be included in the digital card.

Majority of the document and its assets are currently used internally and are under NDA, please feel free to reach out to me for more details!

Impact

This document were being used to engage with two respective partners between July 2021 and August 2021 (I left in August to pursue my masters). The amount of time taken to finalize the visuals and content for these two cards was significantly reduced to 2 weeks, as compared to the initial 18-week engagement used to implement the first card (digital driving license).

Features

The document focused on the following aspects listed below. I learned that these aspects were bottlenecks because I was part of all the email threads and meetings during the phase of engagement with our first government agency partner.

Defined shared vocabulary

I created a glossary of terms for each component of the card so that everyone knows which element is being referred to during discussion. This minimizes miscommunication, and reduces the time and need to double check what is being talked about.

Consistency across cards

Consistency is crucial to create a smoother experience when users are looking for information. More importantly, consistency is also directly correlated in users’ level of trust and how legitimate the app feels when they are using it.

Scalable modular templates

I designed a plug-and-play modular template system that allows partners to pick and choose from a few options so that the card can be customized to the specific needs of the card. This reduces the time required to check what’s possible or not.

Efficient engineering efforts

Firstly, engineers can reuse existing components to create a new card whenever one is confirmed to be added.

Secondly, a plug-and-play model minimizes bloat the the codebase or unnecessary hosting of assets, which in turns reduces the computing power required.

I had extensive discussions with engineers to understand the technical limitations and/or the amount of extra effort required to entertain special alternations to the template for new cards.