easyTask
Service Design
National University of Singapore (2018)
Ministry of Education (MOE)
Platform by Dr Jung Joo Lee
Designed with Tan Xin Lei and Cemal Caglar Bektas
Awarded the 3rd prize by MOE
Featured in NUS DID 2018 Gradbook
EasyTask is an intuitive system that streamlines the process for customer-specific tasks to achieve service excellence. It enhances the efficiency of Customer Service Officers (CSOs) and provides guidance to covering staff with bit-sized sequential content at their fingertips - for quick processing. Visual cues in the system nudge customer-centric attitudes to satisfy customer’s every need. What good is a system if it isn’t also easy to create? The creation of new tasks uses versatile elements for customization to any specific task.
A Service Challenge at Ministry of Education, Singapore
Our team held shadowing and interviews with the main office of Corporation Primary School to uncovered a key problem that hindered service excellence, a goal of MOE. During our shadowing, we found that it was common for front line staffs to be absent or out-of-office.
//Customer service officer’s duties often need covering,
but other staff are not as well-equipped.
It takes long routes to retrieve the scattered information that customers require, undermining efficiency. This is worsened when inexperienced staffs often have to cover the Customer Service Officer’s dynamic duties. They were unfamiliar with the procedures and location of information, and even required external help.
//We designed easyTask, a system that streamlines the completion of dynamic customer-specific tasks to empower front line service staff with confidence and provide customer satisfaction.
An one-stop platform, most information needs are within reach. The staff runs through the informational procedures of a task in a step-by-step manner that can be understood with little knowledge or experience. Speech bubbles provide sample answer guidelines while expressive avatars nudge mindfulness towards the customers' emotions, helping staff to be more empathetic.
