I aim to shape products, interfaces and services that mediate meaningful dialogues between people, systems and their environments within everyday life.

One-Stop Shop

User Research, Service Design
Dec 2008
School of Design, Hong Kong Polytechnic University

Client: Efficiency Unit, Government of the Hong Kong SAR
Research Team: Nick Liu, Omar Ramirez, James Wang, Michelle Li
Design Team: Lin Gao, Michelle Li
Role: User research, concept development, UI and information design, presenter at design competition jury

Silver Award for the One-Stop Shop Design Competition
Published in Designing Public Services by Hong Kong Design Centre.

The One-Stop Shop project aims to combine the Hong Kong Labour Department’s various employment services into one shared location in order to enhance the user experience of services for job seekers in Hong Kong and to improve the operational efficiency for government staff.

Our design solution addresses the current job seeking process through a system of shared and accessible information to aid job seekers to find a job, obtain skill training, and receive career or psychological counselling by enhancing communication, services, and efficiency.

Interviews and Observations
We began our design process by examining the existing job seeking experience by conducting on-site user research. We interviewed different types of job seekers and government staff and conducted field observations at three different service centres in order to gain an understanding of the current job seeker process and experience as well as the operational goals and requirements of staff members. We identified three categories of users: Type 1 users are skilled workers who are capable of finding a new job with little assistance, Type 2 users are those in need of upgrading some skills for their desired job, and Type 3 are people that depend on government welfare who may also require additional social, psychological or physical support.

Research Presentation
My research team interviewed Type 3 users. We created a persona to represent this group of people and presented an enactment of our character based on our findings to effectively illustrate their background, challenges, needs and goals.

Design Concepts
We then used our research findings to inform the development of our design concepts from a system and service approach. In the execution of our design concepts we finally create a new job seeking experience that better meets the needs of job seekers and government staff. Based on the common goal of information sharing we designed solutions across the spheres of technology, space, and information to be:

•  visible, accessible, understandable
•  user-friendly with clean digital interfaces
•  centralized in a database system
•  an enhancement in communication between job seekers, staff, and employers

We re-vitalized the brand of the Labour Department with visual boldness of icons and colours ranging from signage and maps to information and digital interfaces.

By designing with accessibility in mind for middle-aged users with poor eyesight and who are less technologically inclined, our designs help make information easier to see and read with larger type, big blocks of colour, and simple and recognizable icons. This gets message across simply, easily and quickly to all users.

Concept Videos
We illustrated improved user experiences for each of our personas using the One-Stop Shop across its training, employment and welfare services.

Design Presentation
Our proposal was presented to a jury composed of panelists from the Hong Kong Design Centre, the Hong Kong Government’s Efficiency Unit, the Labour Department, the Social Welfare Department, the Employees Retraining Board, and university faculty. We were awarded Silver Prize in the design competition.