ICA – Transforming with Technology
This project highlights how ICA is leveraging digital technologies to transform the way its officers work day-to-day. However, due to the sensitive nature of case processing, I’m unable to share specific screens or designs.
Overview of project
The project modernised case processing to improve efficiency and decision-making for ICA officers. Using Pega as the core platform, it streamlined workflows, digitised paperwork, and enhanced case tracking, reducing manual tasks and ensuring secure information management.
My role
As a the team lead, I led the process of interviewing and testing with ICA officers to better understand their daily tasks, challenges, and needs.
Working closely with stakeholders and Pega developers, I ensured that the case management system was designed for efficiency, clarity, and ease of use, while meeting operational and security requirements.
Challenges faced
Challenge 1
Managing diverse cases with multiple approval levels required me to design a system that balances flexibility and structure.
Challenge 2
Transitioning from manual processes to a digital-first approach posed significant adoption challenges, and I worked to ease this shift through in-depth research
Challenge 3
Ensuring strict security compliance while maintaining a seamless user experience was a challenge I faced.
Overall Strategy and Approach
Due to the sensitive nature of case processing, I am unable to showcase specific screens or designs. Instead, I will provide a textual overview of the strategies and processes undertaken.
User-Centric Research
I have conducted interviews and usability testing with ICA officers to identify inefficiencies and gather feedback.
Iterative Prototyping
I designed and refined user flows through wireframes and high-fidelity mockups, ensuring intuitive navigation.
Stakeholder Collaboration
I worked closely with business analysts, developers, and ICA officers to align on requirements and design solutions.
Accessibility & Usability
I ensured the system adhered to usability best practices, improving efficiency and streamlining case processing.
Continuous Feedback Loop
I led regular review sessions with end-users to validate designs and address key pain points effectively.
This is an example of a Pega Constellation template.
Pega Constellation serves as a design system and framework developed by Pega.
Outcome
I redesigned the system to focus on seamless and efficient workflows, moving away from manual processes to improve accessibility, collaboration, and trust.
By leveraging advanced technology and user-focused principles, I’m proud to have set the groundwork for modernising government case processing operations.
