A service burdened by complex forms, documentation, and compliance rules caused delays, incomplete submissions, and significant manual review effort from staff. Through user research and contextual inquiries, I identified pain points and created personas and service blueprints to clarify challenges and opportunities. I facilitated ideation workshops, transforming insights into nine actionable improvements, prioritized for feasibility and impact. These changes streamlined workflows, improved user experience, and reduced pressure on staff, resulting in a more efficient and user-friendly service.

This project was a design thinking exercise to create a smartphone app that combines fitness tracking with immersive storytelling inspired by Jane Austen's Pride and Prejudice. Through user research, ideation, and iterative prototyping, the app was designed to motivate users by unlocking story chapters and rewards as they logged physical activity. The final prototype creatively blended fitness and literature, transforming exercise into an engaging and rewarding experience.

Using speculative fiction and world building artifacts, I explore what it could be like to be a public servant in the future.