ICA – Transforming with Technology
This project shows how ICA is using digital tools to improve officers' daily work. Due to the sensitive nature of case processing, I’m unable to share specific screens or designs.
Overview of project
This project helped ICA officers work more efficiently by updating how they handle cases. We used Pega to simplify the workflow, reduce paperwork, and make it easier to track each case. This meant less manual work for officers and better security for sensitive information.
My role
As a the team lead, I led the process of interviewing and testing with ICA officers to better understand their daily tasks, challenges, and needs.
Working closely with stakeholders and Pega developers, I ensured that the case management system was designed for efficiency, clarity, and ease of use, while meeting operational and security requirements.
Challenges faced
Challenge 1
I had to design a system that could handle many different types of cases, each needing different levels of approval. The challenge was creating something flexible but still well-organised.
Challenge 2
Shifting from paper-based processes to digital ones was tough, especially since not everyone was used to using online tools. I helped make the change smoother by doing detailed user research.
Challenge 3
It was a challenge to meet strict security rules while still making the system easy to use. I had to find the right balance between safety and a smooth user experience.
Overall Strategy and Approach
Due to the sensitive nature of case processing, I am unable to showcase specific screens or designs. Instead, I will provide a textual overview of the strategies and processes undertaken.
User-Centric Research
I have conducted interviews and usability testing with ICA officers to identify inefficiencies and gather feedback.
Iterative Prototyping
I designed and refined user flows through wireframes and high-fidelity mockups, ensuring intuitive navigation.
Stakeholder Collaboration
I worked closely with business analysts, developers, and ICA officers to align on requirements and design solutions.
Accessibility & Usability
I ensured the system adhered to usability best practices, improving efficiency and streamlining case processing.
Continuous Feedback Loop
I led regular review sessions with end-users to validate designs and address key pain points effectively.
This is an example of a Pega Constellation template.
Pega Constellation serves as a design system and framework developed by Pega.
Outcome
I redesigned the system to focus on seamless and efficient workflows, moving away from manual processes to improve accessibility, collaboration, and trust.
By leveraging advanced technology and user-focused principles, I’m proud to have set the groundwork for modernising government case processing operations.
Reflection
This project gave me a deeper understanding of how government officers work and how digital systems support their day-to-day tasks. Working closely with ICA officers helped me see how the right tools can make investigations more efficient.
It also taught me the importance of balancing different needs — from users and business teams to technical and security requirements — especially when everyone has different priorities.