challenge
Singapore’s public healthcare experience was fragmented across three institutional apps—each aligned to system logic, not citizen life. These platforms treated care as a transaction, burdened people with friction, and forced citizens to act as intermediaries across disconnected services. Citizens voiced clear frustrations: “Why this app treat me like it’s the first time I use it?” “I feel more like a go-between than a caregiver.” The nation’s vision required not just consolidating apps—but transforming the very philosophy of digital health. The goal: Build a life-led, citizen-enabled digital experience that would serve not just patients, but families, caregivers, and communities.
Client
Synapxe MOH
Format
App
ACTION
I led the end-to-end design leadership of HealthHub+, a flagship initiative under Singapore’s national digital health task force, with oversight from the Senior Minister of State. The scope stretched across 6 major entities and 12 key stakeholder groups. Key actions: Anchored clarity through listening: We grounded strategy in ethnographic research, co-creation, and lived realities—shaping a platform around real-world needs, not institutional processes. Defined cadence through prototyping and testing: Designed and iterated 3 high-fidelity, interactive citizen journeys for testing: → A senior and their caregiver → A parent juggling multigenerational care → An adult managing chronic conditions Delivered 519 screens of prototype journeys across 5 jobs to be done, validating 169 new screen components, interactions or flows. Translated these into 408 Figma screens for production. Created a foundational system of 76 design tokens and 120 semantic tokens for scalable UI delivery. Led with care in orchestration: Guided cross-ministry alignment and executive vision Facilitated inter-agency design conversations to move from next release delivery (consolidation) to roadmap towards the north star vision Ensured that citizen expectations were not diluted in the process of policy alignment, technical constraint, or bureaucratic momentum
RESULTS
From system-centric to citizen-led: Delivered the first national design of a unified, multi-role health experience—enabling individuals to manage not only their own care, but that of loved ones. Executive trust & national visibility: This work became the model for human-centered public service design—backed by the Senior Minister of State, and adopted as a key initiative in the digital health roadmap. Platform maturity: The next experience now guides product and engineering implementation across all partner institutions—setting the foundation for the north star vision of AI-enabled, context-aware, and adaptive healthcare journeys.
LEADERSHIP LENS
This project demanded clarity to hold a bold, human-centered vision amidst political, technical, and bureaucratic complexity. It required a steady cadence to guide high-velocity iteration without losing stakeholder alignment. And it succeeded because of care—not just for citizens, but for the teams and institutions responsible for delivering public health. Clarity to see the future in the citizen's voice. Cadence to navigate systems at human speed. Care to build trust, not just technology.
