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Next-Generation Online Customer Service Strategy & Design

The Ministry of Manpower, Singapore planned to build a new web customer service experience, integrating the contact form, FAQs and suggestion box.

  • ClientOpen or Close

    Ministry of Manpower, Singapore

  • Customer's ProblemOpen or Close
    • Promoting use of FAQs before sending a customer query
    • Encouraging public to provide constructive feedback
    • Simplifying the forms
  • Our SolutionOpen or Close
    • Focus Group
    • UX Design
    • Visual Design
    • Usability Testing
  • The OutcomeOpen or Close
    • Intelligent interface intercepts and suggests relevant FAQs as people are typing their customer query form
    • Social proofs are provided to encourage public suggestions
    • Form usability has been improved

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