Parkit

Parkit

Improve officers’ satisfaction and productivity with car park management tool

Improve officers’ satisfaction and productivity with car park management tool

Problem

Problem

There’s almost a million of parking spaces in Housing & Development Board (HDB) estates across Singapore. HDB has been relying on a legacy digital system that has not been iterated on for over a decade. Officers overseeing the parking infrastructure have been dissatisfied with the manual processes and unreliable user experience. With increasing demands on parking management and evolving technological capabilities, there was a clear need to modernize the system.

Details

Details

My role: Sole designer

Duration: 4 quarters

Responsibilities: End-to-end process

Highlights

Highlights

Highlights

My design efforts contributed to improved user satisfaction by over 20% and reduced time spent on manual and mundane tasks by 27%

My design efforts contributed to improved user satisfaction by over 20% and reduced time spent on manual and mundane tasks by 27%

20%

20%

Increase user satisfaction

27%

27%

Reduced time spent on tasks

CHAPTER 1

Discovery

RESEARCH

Understand background

I spoke with the Director of HDB to understand their expectations and the ‘why’ behind the project. Here are my main takeaways:

  • The main objective is of this project is to increase officers happiness and productivity at work

  • The tool has been in a maintenance mode for over a decade and deprioritized multiple times over other initiatives

  • The attrition is high due to inefficient processes and frustrating digital tools

CHAPTER 1

Discovery

RESEARCH

Understand background

I spoke with the Director of HDB to understand their expectations and the ‘why’ behind the project. Here are my main takeaways:

  • The main objective is of this project is to increase officers happiness and productivity at work

  • The tool has been in a maintenance mode for over a decade and deprioritized multiple times over other initiatives

  • The attrition is high due to inefficient processes and frustrating digital tools

CHAPTER 1

Discovery

RESEARCH

Understand background

I spoke with the Director of HDB to understand their expectations and the ‘why’ behind the project. Here are my main takeaways:

  • The main objective is of this project is to increase officers happiness and productivity at work

  • The tool has been in a maintenance mode for over a decade and deprioritized multiple times over other initiatives

  • The attrition is high due to inefficient processes and frustrating digital tools

CHAPTER 3

Guidelines & libraries

CHAPTER 3

Guidelines & libraries

CHAPTER 1

Discovery

RESEARCH

Understand background

I spoke with the Director of HDB to understand their expectations and the ‘why’ behind the project. Here are my main takeaways:

  • The main objective is of this project is to increase officers happiness and productivity at work

  • The tool has been in a maintenance mode for over a decade and deprioritized multiple times over other initiatives

  • The attrition is high due to inefficient processes and frustrating digital tools

CHAPTER 1

Discovery

RESEARCH

Understand background

I spoke with the Director of HDB to understand their expectations and the ‘why’ behind the project. Here are my main takeaways:

  • The main objective is of this project is to increase officers happiness and productivity at work

  • The tool has been in a maintenance mode for over a decade and deprioritized multiple times over other initiatives

  • The attrition is high due to inefficient processes and frustrating digital tools

CHAPTER 2

CHAPTER 2

Strategy

Strategy

Value proposition

Value proposition

Ensure that data is accurate and up-to-date; automate manual processes and boost efficiency; build intuitive and user-friendly experiences for all officers

Ensure that data is accurate and up-to date; automate manual processes and boost efficiency; build intuitive and user-friendly experiences for all officers

Vision

Revolutionize car park management in Singapore by providing a seamless and data-driven system that enhances enforcement, improves user experience and promotes smarter urban mobility

Revolutionize car park management in Singapore by providing a seamless and data-driven system that enhances enforcement, improves user experience and promotes smarter urban mobility

Introduce new features

Migrate new PLATFORM & fix broken experiences

Primary & secondary research

Discovery

Phase 1

Phase 2

High-level roadmap

CHAPTER 3

Guidelines & libraries

CHAPTER 3

Guidelines & libraries

CHAPTER 3

Guidelines & libraries

CHAPTER 5

CHAPTER 5

Evaluative research

Evaluative research

RESEARCH

User testing

User testing

From the evaluative research, I learned how satisfied participants were with the prototype. Additionally, identified the required changes to improve the experience. User testing revealed that 5 out of 5 participants were excited about new experiences. Here are the main takeaways:

  • Some participant mentioned that it would be helpful to see when the pages were last updated

  • It would be beneficial to have a more advanced map with search feature

  • Two participants suggested a flexible search function. For example, allowing users to search by postal code or keywords, such as a block number

“This is very comprehensive. When can we use it?”

“This is very comprehensive. When can we use it?”

Participant 3

Officer summarizing impressions of the new designs

CHAPTER 6

CHAPTER 6

Phase 1

Phase 1

CHAPTER 6

Phase 1

CHAPTER 7

CHAPTER 7

Phase 2

Phase 2

Map

Map

Before implementation, officers relied on pdf maps or had to visit specific car parks to determine where CCTVs and gantries were located

Before implementation, officers relied on pdf maps or had to visit specific car parks to determine where CCTVs and gantries were located

Lots allocation

Lots allocation

There are many types of parking lots, and officers reported that there was no overview of what kinds of lots specific car parks have

There are many types of parking lots, and officers reported that there was no overview of what kinds of lots specific car parks have

Data visualization

Data visualization

To improve consistency and efficiency of the design system, I was responsible for creating new components that were used by other designers and engineers

To improve consistency and efficiency of the design system, I was responsible for creating new components that were used by other designers and engineers

Outcomes

Outcomes

Outcomes

20%

20%

Increase user satisfaction

27%

27%

Reduced time spent on tasks

160+

160+

screens

Retrospective

Retrospective

What I would do differently

What I would do differently

I would advocate for implementing sprint-based work during the discovery stage to better manage workload and deadlines. Instead, we only adopted sprints once engineering investigation and implementation began.

Lessons

Lessons

This was my first project with a government client, and I discovered that government operations differ fundamentally from those of tech companies. While private sector projects are driven by business impact and scale, government projects prioritize public officers' and residents' satisfaction. Instead of focusing purely on business metrics, the emphasis is on creating smooth operations and positive experiences for both civil servants and residents.

This was my first project with a government client, and I discovered that government operations differ fundamentally from those of tech companies. While private sector projects are driven by business impact and scale, government projects prioritize public officers' and residents' satisfaction. Instead of focusing purely on business metrics, the emphasis is on creating smooth operations and positive experiences for both civil servants and residents.

This was my first project with a government client, and I discovered that government operations differ fundamentally from those of tech companies. While private sector projects are driven by business impact and scale, government projects prioritize public officers' and residents' satisfaction. Instead of focusing purely on business metrics, the emphasis is on creating smooth operations and positive experiences for both civil servants and residents.

Tradeoffs

Tradeoffs

One of the calculated risks I helped the team decide on was using an open-source design system instead of building our own. I partnered with an engineering lead to choose the most flexible and usable option for our project. This approach allowed us to focus on solving real officers' problems rather than reinventing standard components. The team's velocity improved significantly, though we occasionally had to work around the design system's limitations to meet specific requirements.

Get in touch

Feel free to reach out if you want to have a chat, or have any questions

Copyright © 2024 Konrad Marzec. All rights reserved.

Get in touch

Feel free to reach out if you want to have a chat, or have any questions

Copyright © 2024 Konrad Marzec. All rights reserved.

Get in touch

Feel free to reach out if you want to have a chat, or have any questions

Copyright © 2024 Konrad Marzec. All rights reserved.