#Case studies on school transformation registration#

The S1 user journey began well ahead of the Primary 6year, starting as early as Primary 4.

Users experienced a range of emotions, particularly anxiety, stress and worry, when making key decisions on their child’seducational journey such as selection of school choices.

We also conducted website data analysis, stakeholder interviews, as well as usability tests and interviews with parents.

This enabled us to visit the call centre, listen in to “live” calls and interview call centre representatives as part of the research. We proposed to start on the Secondary Education and Admissions section first as it was one of the top tasks of MOE website’s users and the Secondary One (S1) posting season had just begun. This would reduce risk of failure as each beta launch would inform the next with new learnings.īy going into the end-to-end user journey for one section, we would also uncover patterns and ideas that could be used in the other sections. PebbleRoad proposed a lean approach, which was to work on one section of the website first instead of overhauling the entire website at once. A usability test participant said: “The website does not give me direct answers, which is why I prefer calling the schools.” The Approach

It wanted a website that would provide a seamless service experience in terms of information retrieval and transactional services. In late 2017, it engaged PebbleRoad to evaluate its website and to propose an improved design considering the gaps and opportunities identified. This would then enable the manned channels (e.g., the call centre, email and service centre) to handle more complex enquiries, especially during peak periods.

#Case studies on school transformation registration#

MOE wanted to reduce simple queries, such as “When is the registration period?”, by helping users find the information they needed easily. This included the annual Primary One registration, Direct School Admissions for Secondary Schools and Junior Colleges, Secondary One posting exercise and the Joint Admissions Exercise for O-Level certificate holders. In the past, the Ministry of Education (MOE) of Singapore used to experience high volume of queries in the periods leading up to major admissions exercises or announcements. Beyond the drop in contact volume, other significant changes include the formation of a specialised MOE team that continues to enhance the website and its digital self-help tools for better user experience.Using a user-centred design approach, PebbleRoad worked with the client to launch the new website, in sections, to great success.It wanted a new website to give users a frictionless experience when looking for information or performing transactions.The Ministry of Education was experiencing high query volume whenever there was a major admissions exercise or announcement.