Transforming Miltary Workflows
MINDEF
Public Sector
Web
Mobile
Challenge
MINDEF aimed to empower mission success for soldiers by digitising resource and manpower transport across Singapore’s military and safety operations.
But leadership lacked visibility into the ground-level friction soldiers faced—coordination, fragmented systems, and analog workflows created inefficiencies and risk.
My Role:
Lead UX Researcher
I led research across planning, execution, synthesis, and alignment workshops. I was also the primary liaison with A*STAR and coached a junior researcher on research craft. I facilitated co-design and cross-team coordination throughout.
Stakeholder Alignment Workshop
What We Discovered
Fragmented visibility undermined trust and performance
Legacy tools forced teams into manual workarounds, hiding critical data across silos.
We redesigned the platform to surface prompts and relevant data at every stage, with real-time cross-system comms.
→ Teams gained a single, shared “source of truth” that unlocked faster decisions and safer execution.
Ad hoc comms caused accountability risk
Important coordination happened on WhatsApp and email—untrackable, inconsistent, and risky.
We embedded contextual in-platform chats linked to specific requests, supported by a in-app call function.
→ Users had one place to communicate, reducing loss, increasing speed, and enabling investigation for accountability if needed.
Service Blueprint Refinement
Persona Mapping
Research Strategy and Decisions
Mapped real-world jobs to device ecosystem, guiding platform responsiveness for field vs. desk use
Produced 30+ service blueprints visualising full operational flows across personas
Aligned interaction models to familiar local transport platforms to reduce adoption barriers
Facilitated workshops to prioritise features and align technical feasibility
Coordinated timelines across design, research, and engineering tracks to maintain delivery pace
Platform Sitemap
Design Alignment Workshop
Results and Impact
Shaped a holistic, responsive platform aligned to real-world workflows
Enabled strategic expansion across new teams and government agencies
Defined a phased roadmap that aligned key user flows with business priorities and implementation capacity
Improved last-mile coordination between management and ground units
Strengthened MINDEF and A*STAR partnership through demonstrated value
What I Learned
In structured, high-stakes environments, change happens when empathy and evidence work together. This project taught me how to guide both junior talent and senior stakeholders toward confident decisions—by making complexity feel navigable.