Digitised, But Still Fragmented
Singapore and Dubai lead the world on e-government — 90% of Dubai's services are online and Singapore's citizen satisfaction sits near 86%. Yet people still bounce between separate portals, retype the same details into multi-step forms, and hit unclear guidance mid-task.
Migrants and expats struggle most: language barriers (Mandarin and Tamil vs Arabic), two different login systems (SingPass vs UAE PASS), and businesses juggling yet more interfaces for licenses and taxes. Even satisfied users ask for one thing — a more humanised journey. The cost is wasted time and low digital inclusion for less tech-savvy groups.
Two Markets, Shared Frustrations
Interviews with 18 residents across Singapore and Dubai — including expats, elderly citizens, and small-business owners — plus a review of PDPA and UAE PDPL requirements surfaced three findings that shaped the product:
People think in life events, not agencies. Users searched for "renew my visa" or "new resident", not the department that owns the form — discovery had to be organised around moments, not org charts.
Language is the real gate. Without native Mandarin, Tamil, or Arabic, expats abandoned tasks early. Multilingual support and a plain-language assistant were table stakes, not extras.
One-size-fits-all fails. Data-residency rules and service scope differ by market (cashless parking vs demerit points), so the same design had to flex per region without confusing anyone.
One Identity, Life-Event Navigation
The home opens with a verified Digital Identity — single sign-on that plugs into SingPass or UAE PASS — and a Life Events list that surfaces what's due: visa renewal, driver's license, bills, business registration, each with a countdown.
A personalised dashboard suggests the next task ("Renew your visa within 30 days"), services are grouped by life-event rather than agency, and guided forms ask one question at a time. Multilingual support (English, Sinhala, Tamil, Arabic), a virtual assistant, and WCAG 2.1 accessibility shortcuts make the journey work for everyone.
Concept Testing & Beta
Key Screens
A walkthrough of the core flows. Swipe through the highlights below.
Interaction Walkthrough
A short recording of single sign-on and completing a visa renewal through a guided form.
The Complete Picture
The full set of screens, in flow. Scroll through the designs below.