PUB, Singapore's national water agency, needed to modernise its digital presence to better serve its diverse stakeholders. Their existing website, built on a traditional design, was revamped to keep pace with the evolving and growing demands for digital services. NCS partnered with PUB to redesign their website and create a unified portal, enhancing accessibility, improved end-user experience and streamlining access to vital services.
The challenge:
PUB's website had evolved organically over time, resulting in a complex and less than optimal navigation structure. Numerous webpages, added ad-hoc, made it inconvenient for users to quickly locate the information and services they required. This presented a challenge in delivering a seamless and efficient digital experience for PUB's various user personas, including citizens, businesses, and employees.
The solution:
NCS took a user-centric approach, redesigning the website's navigation and identified new digital services comprehensively catering to diverse user requirements end-to-end. This means that users now have a single, unified Business Professional Portal to access all the digital services swiftly and effortlessly , regardless of their role or department.
The impact:
The revamped website and portal have significantly improved the end-user experience. The intuitive navigation has simplified access to information and services, resulting in a 28% increase in overall satisfaction, as measured by the WOGAA statistics in June 2024 after the go-live. This substantial improvement demonstrates the positive impact of NCS's design and development efforts.
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