National Labor Insurance Bureau e-Service System Redesign
How do you modernize an outdated government e-service platform with over 200 flows and an audience of 10 million users?
2019
The Challenge
The existing system was outdated and difficult to use, and a significant portion of its users were attempting to access it on small mobile screens, resulting in a frustrating experience. Our goal was to transform this complex platform into a clear, intuitive, and accessible system for all.
Fun fact: This project was a turning point for me. It wasn’t just my first major UI project; it was a testament to the power of collaboration and mentorship, thanks to the guidance of my friends, Evan, Weiwei, Ash, Bright, Jude, Sarah, and Carol, and the trust of my boss, Steven. It’s because of them that I discovered and solidified my passion for making complex systems accessible to everyone.
The Approach
As a main designer in the team, I was responsible for transforming the platform’s information architecture and visual design. My process focused on creating a seamless and logical user experience.
Information Architecture & Usability
We began by analyzing over 200 existing application items and functions. This analysis allowed us to restructure the entire platform’s information hierarchy, making it logical for both first-time users and long-time government staff. My designs prioritized clarity, utilizing familiar components like a clear navigation bar, breadcrumbs, and explicit CTAs to guide users effortlessly through the system.
Responsive Design for All Users
With a large number of users accessing the platform on mobile devices, responsive design was not a luxury—it was a necessity. I was responsible for defining the breakpoints and design guidelines to ensure a smooth, functional, and visually consistent experience on every screen, from desktops to tablets and phones. This approach also greatly streamlined the development process for our engineering team.
Building a Scalable Design System
To manage the complexity and ensure a cohesive user experience across so many features, I played a key role in building and maintaining the platform’s design system. This system provided a single source of truth for all visual components, promoting consistency, accelerating the design process, and improving collaboration with our development partners.
The Outcome
This project, which began in 2019 and launched in 2024, has successfully provided a unified and intuitive user experience for millions of Taiwanese employers and workers.