OneNS – Enhancing the Digital Experience for Singapore’s National Service Community
This project aims to simplify access to NS-related services, making it easier for users to manage their commitments, stay informed, and complete essential tasks effortlessly.
Overview of project
OneNS is a one-stop platform that makes it easier for people in the National Service (NS) community to access the services and information they need. It brings everything together in one place with a simple and easy-to-use interface, helping pre-enlistees, full-time NSFs, and NSmen manage their NS matters more smoothly.
My role
As the team lead, I guided the team in working closely with stakeholders to gather requirements and transform them into intuitive designs.
I worked closely with DSTA designers to plan how users would navigate the platform and created visual designs for key features like ICT, Mobilisation, and IPPT. My goal was to make sure the experience felt smooth, clear, and easy to use.
Challenges faced
Challenge 1
Designing for different user groups with unique needs meant doing a lot of research, testing, and close collaboration to make sure the platform worked for everyone.
Challenge 2
We had to modernise outdated systems while sticking to existing rules, balancing new ideas with practical constraints.
Challenge 3
With many teams involved, keeping everyone aligned on goals and priorities was a constant challenge.
Overall Strategy and Approach
To enhance the digital experience for national service users, we started with in-depth research, including interviews and observations, to understand current user journeys and envision future states. Below are some of the flows I contributed to.
Call-Up Notification Flow
This flow streamlines how National Service members view, acknowledge, and manage ICT call-ups, ensuring clarity, efficiency, and timely actions at every step.
Manning and Post-Manning Process
We designed this flow to make the mobilisation process clear and easy for NSmen—from receiving instructions to completing the exercise.
As the team lead, I worked closely with DSTA designers to make sure everything was aligned. I suggested meeting in person weekly so we could talk through ideas, solve problems quickly, and improve the designs together. This helped us move faster and come up with a better solution for both users and stakeholders.
Outcome
I focused on redesigning the platform to prioritise personalised and engaging experiences, going beyond transactional processes. I worked to streamline services, boosting both satisfaction and trust. I’m proud to have set a new standard for modernising government services.
