MATERIALITY OF SERVICE DESIGN
in collaboration with GovTech (2019)

With GovTech, we aimed to design for new Government Digital Services that support important moments of our life. The project focused on three topics: 1) Financial Planning for young couples for Home Purchase, 2) Successful Aging-in-Place, and 3) End-of-Life Planning and Post-Death Settlement. The students explored people’s experiences and future dreams through Service Design approaches and designed service prototypes for new service eco-systems where digital and physical touchpoints are orchestrated to deliver smooth and pleasurable experiences.

BTO-ai-mai

BTO-ai-mai is a financial planning system for young couples planning to BTO. It aims to intervene in couples’ BTO journey before application by simulating potential future expenses to encourage the purchase of flats within their financial means.

BTO Sync: identifies couple’s housing preferences and gets them to resolve any misalignments.

BTO Simulate: introduces potential financial situations to encourage better finance management.

BTO Kit: streamlines process of preparation for HDB hub visits.

Project by Germaine Tan, Lim Wei Lin Winnie & Xavier Teo Xuan Kai


Joy-to-Order

Joy-to-Order is a financial planning app that guides young couples along the BTO process and support them in planning plus keeping track of their financial goals.

After conducting user research, our group generated key insights, which were broken down into three main stages of the BTO process. Firstly, when planning for their BTO, couples were overloaded by information, such that they overlook the need to plan financially. Also, couples may not be equally updated on the process. Secondly, during the BTO process, couples find it difficult to track deadlines, to-dos and financial goals. Lastly, after key collection, couples still struggle financially due to poor planning, making the journey an unpleasant one.

We conceptualized multiple solutions, which were further refined after several user testings. Firstly, in Joy-to-Order, information is filtered to personalize the BTO process for couples, while helping them to easily weigh their options when setting financial goals in accordance to their lifestyle needs. Timely notifications are provided to help couples stay on track along their BTO journey. Secondly, information is synced for easy collaborative decision making, engaging both partners in the process.

Lastly, Joy-to-Order gives couples a peace of mind throughout the process, encouraging celebration and joy.

Project by Delia Lim, Hwee Peng Tan & Mantas Anatasia Elena


MATERIALDERLY

The transition from working life to retirement is a major milestone for every soon-to-be-retiree and it may not always be a smooth sailing one. Focusing on the desires of soon-to-be retirees in achieving their goals in life while they are still healthy, concerns with unforeseen medical issues, and finding a community to surround themselves with as they age in place, Steady Lah! takes on a holistic approach in ensuring a smoother transition to retirement.

It consists of three broad aspects integrated into a system:
Goals setter - to help soon-to-be retirees connect with like-minded people & kickstart their goal driven life
Health calendar - to provide tailored healthcare information for Pro-active Health Management
Experience exchange - to engage retirees in Community based lifelong learning

This ecosystem aims to simplify the process of retirement, making it effortless, and allowing users to achieve their desired retirement lifestyle.

Project by Shermaine Boh, Felicia Lee & Sen Fong Ling


WELLDERLY

Through our research, we found out that the current process of attending events for elderlies is inefficient and thus can be a discouragement for them to attend events. Due to this inconvenience many of them choose to stay at home. So we designed Wellderly.

Wellderly is a system designed for the elderlies that makes the process of attending events more convenient. Designed to encourage the elderlies to have an active and healthy lifestyle. Wellderly is simple and intuitive to use. Inclusive for all elderlies to use regardless of their technological background.

Welldery allows the elderly to quickly filter events down to distance, cost and their interests. After choosing an event to attend to, the elderly can also share the event with their friends and family, so as to attend the event together. Notification will also be send to remind the elderlies of upcoming events, as to ensure that the elderlies don’t forget about their events.

In conclusion, Wellderly is a system that streamlines the experience of finding and attending events for the elderly



Project by Teng I-Ling, Chew En Wei & Kim Sarah J


LOVING LOOKS LIKE

Loving Looks Like is a complete system which reframes and refreshes the process of End-Of-Life planning.

Loving Looks Like is introduced to Singaporeans when they turn 55, as a physical mailed package. It consists of an engaging narrative, followed by a simple three-part process for the user to participate in. The planning for one’s end of life is rebranded as an everyday act of love, be it for yourself or your loved ones. The message of love counters the typical taboo-ness of death and the following steps enable the user to:
1) Understand and join the system
2) Share preferences with their loved ones,
3) Use in case of emergencies and to connect with others.

From the package, the user has access to the online platform, which consists of information about end of life planning, a personalised onboarding process, tailored recommendations and private planners to log, save, print and share their decisions and thoughts over time. A cohesive system of all forms and their progress encourages the user to complete their journey over time.

The solution leverages on personal responsibility to raise awareness for the public, create opportunities for the user to discover, consider, join, keep and share their decisions with their loved ones.

Project by Ashley Huang, Deborah Loh & Jonjoe Fong


JOURNEY

Unfortunate circumstances could occur at any given instance — we will never know when we might lose a loved one. At that point of time, many would be at loss of what to do.  Executors are individuals tasked to settle the deceased’s estate, which often includes properties, bank accounts, as well as matters such as telco and utility accounts. Hence, post death settlements is a complicated process that involves various stakeholders and service providers.

Journey is an all-in-one platform that simplifies this process. It consists of a file and an information booklet that outlines the entire process, so as to give executors a better overall view and scope of the tasks involved. The file also serves as a convenient tool to carry around necessary hardcopy documents, such as death certificates and other relevant paperwork.

Lastly, the online platform provides users with customisable step-by-step guidance, to better understand the administrative processes behind each service provider. It also allows for coordination between involved family members by linking the family unit via Singpass. Finally, it also has a financial calculator that lets users record down expenses incurred by different family members during the entire process, like a collaborative wallet.

Project by Carina Lim, Mireille Lee & Zhang Han Wen