We ran a backend analysis on the MOE FAQ site
of the top queries received via the MOE Customer Service Centre (CSC). We discovered that enquiries on registration process and outcome have increased every year
since 2016. We also discovered that the top topics
that parents come to the website to learn about are:
We conducted 7 user interviews with parents to get more insights. A user empathy map was created to visualise user behaviour and attitude which helped us align on a deep understanding of the end users.