1. Enhanced User Engagement By introducing features such as event listings, multilingual support, and a comprehensive directory of office spaces and co-working areas, the website became more informative and accessible to both tourists and corporate entities. Key metrics to track: User engagement rates, time spent on site, and interaction with key features. 2. Streamlined Event Management The addition of a dedicated event portal simplified the process for corporate entitles to register and manage events, improving operational efficiency and client satisfaction. Key metrics to track: Number of events registered through the portal, user satisfaction ratings, and reduction in manual processing time. 3. Improved Customer Support Efficiency By addressing common inquiries through the website's features, there should be a noticeable reduction in the volume of calls to customer service, allowing staff to focus on more complex issues. Key metrics to track: Call volume reduction, response time to inquiries, and customer satisfaction scores. These enhancements collectively improved Ngee Ann City Shopping Centre's operational efficiency and customer engagement, setting a solid foundation for future growth.
To ensure a cohesive design, I established a design system that defined the color palette, typography, and iconography, creating a unified design language across the website. With the design system in place, my teammates can easily follow the guidelines and create screens independently, requiring minimal assistance.
