Deloitte X SCADPro
Reimagining Public Service Accessibility，
Designing an Integrated Appointment Experience for a National Service System
Role:
UX Lead
Duration:
Jan 2026 - Mar 2026
Project Overview
This project explored how large-scale public service systems can be redesigned to reduce friction and improve accessibility.
Working within a collaborative design studio environment, our team partnered with a major national postal service organization to rethink their appointment scheduling experience — particularly for critical services such as passport applications.
The goal was not simply to improve usability, but to address systemic fragmentation across digital and physical service touchpoints.
My Role
Co-UX Lead
Led research synthesis and IA direction
Facilitated design decision alignment within cross-functional team
Contributed to service strategy and interaction design
Participated in stakeholder presentations and iterative feedback cycles
Outcome
Validated through usability testing and stakeholder feedback
Demonstrated improved task clarity and reduced perceived complexity
Contributed to long-term strategic discussion on service integration
Due to NDA restrictions I can only share a high level overview here. I would be glad to talk through my role, process, and learnings in conversation or in an interview when the audience and sharing rules are appropriate.