Designed by Praire Siri

The NHG Partners Portal is a digital platform I designed at Accredify to help NHG community partners seamlessly manage and deliver health programmes. By integrating with the NHG Care App and NHG’s CRM, it streamlines tracking, coordination, and operations.

This was my first end-to-end product design leadership role, where I tackled complex system integrations, optimised workflows, and balanced stakeholder needs.

CONTEXT

Understanding NHG’s Vision for Community Health

The Role of Community Partners

NHG plays a key role in Healthier SG, working with community partners to run wellness programmes that help residents lead healthier lives. However, the existing system was inefficient, creating challenges for NHG, its partners, and residents in managing and accessing these programmes.

THE PROBLEM

A Fragmented and Inefficient Process, Operation Bottlenecks

Root Causes

Residents can browse programmes on the NHG Care App, but they can’t register digitally, forcing them to sign up manually. This creates operational bottlenecks for NHG staff and community partners.

The root of the issue lies in how programmes are managed:

NHG’s CRM (Restricted Access to Programme Listings)

Controls programme listings but is restricted to NHG staff due to security and privacy concerns.

Community Partners Lack Direct Access

Partners cannot manage offerings digitally. Instead, they consolidate monthly schedules in Excel sheets and send them to NHG for manual updates.

NHG Staff Handle 70+ Partners’ Data Manually

Duplicating efforts, increasing workload, and delaying updates.

View Only NHG Care App

Residents cannot register for programmes digitally via the NHG Care App.

The Impact

These inefficiencies impact all key stakeholders:

Residents

Can’t register easily, limiting participation.

Community Partners

Have no platform to manage their offerings in real-time.

NHG Staff

Double workload from manual data entry and processing.

To fix this, NHG needed a self-service platform that automates workflows, reduces manual effort, and makes programme management seamless for everyone.

NEEDS & CONSTRAINTS

Bridging the Gaps: NHG’s Vision & Requirements

With a growing network of community partners and an increasing number of wellness programmes, NHG needed a scalable, self-service platform to streamline programme creation, scheduling, and sign-ups while ensuring security and centralised data management.

What NHG Needed

To improve efficiency, NHG outlined four key priorities:

Empower Partners

Allow them to manage programmes independently.

Automate Sign-ups & Attendance Tracking

Reduce manual workflows.

Provide Data-driven Insights

Improve programme effectiveness.

Ensure Security & Compliance

Seamlessly integrate with NHG’s existing systems.

Design Challenges & Constraints

Building the platform came with key technical constraints:

Data Storage Limitations

Programme details, schedules, and sign-ups had to be stored in NHG’s CRM, not the Partners Portal.

System Integration Complexity

The platform had to seamlessly connect with NHG’s CRM and Care App while ensuring real-time data syncing.

User Roles & Access Control

Different stakeholders needed custom permissions, requiring a scalable role-based system that ensured security without compromising usability.

RESEARCH SUMMARY

Understanding Programme Management Needs

My Approach

To uncover pain points and requirements, I conducted research sessions with:

Community Partners

How they create and manage programmes.

NHG Staff

Their administrative and compliance needs.

CRM & Care App Teams

To identify system constraints and data flow complexities.

Key Research Insights

Here are the key takeaways from my research sessions with community partners, NHG staff, and system teams.

Community Partners Need Flexibility

Currently rely on Excel sheets and phone calls, leading to inefficiencies.
Require recurring scheduling (daily, weekly, monthly) and customisable location settings (online, on-site, outdoor).
Need to restrict participation based on age and zone for eligibility.

Currently rely on Excel sheets & phone calls for programme management.
Need recurring scheduling options (daily, weekly, monthly).
Require customisable location settings for online, on-site, and outdoor programmes.
Want to restrict participation based on age & zone to manage eligibility.

NHG Staff Require Oversight & Compliance

Need analytics on sign-ups, attendance, and performance.
Require super admin access for error handling.
Prefer automated moderation over manual approvals.
System must support pause, resume, and retire functions for programmes.

Need analytics on sign-ups & attendance, and programme performance across all partners.
Require super admin access to assist in case of errors.
Prefer automated moderation for restricted words instead of manual approval.
System should support pause, resume, and retire functions for programmes.

CRM & Care App Integration Constraints

Programme updates take time to sync between systems, requiring status indicators.
Resident data is strictly managed in CRM, limiting what’s visible on Partners Portal.

Programme updates take time to sync between systems, requiring status indicators.
Resident data is strictly managed in CRM, limiting what can be displayed on Partners Portal.
Needed clear communication of system limitations to users.

FLOW MAPPING

Mapping System Interactions

Application Flow

To ensure a seamless programme management experience, I mapped out the system flow to understand:

How data moves across systems

Partners Portal -> CRM -> Care App

What happens when a programme is created

How it gets stored and displayed.

How resident sign-ups and attendance tracking work

Ensuring a smooth process for users.

Application Flow Diagram

Defined system roles

Programme creation happens in the Partners Portal, data is stored in NHG’s CRM, and residents access it via the Care App.

Clarified dependencies

Since the Care App doesn’t pull directly from the Partners Portal, all data must first be processed in the CRM.

Mapped registration & attendance tracking

Designed a structured workflow to ensure a smooth experience for both partners and NHG staff.

Key Takeaways from the Flow Mapping

By visualising these flows, I gained a clearer understanding of system interactions, which helped shape a structured and intuitive programme management feature that works within NHG’s constraints.

COMPETITOR ANALYSIS

Competitor Research: Scheduling & Programme Management

Key Takeaways from Competitor Research

After mapping the system interactions and understanding NHG’s constraints, I explored how existing platforms handle programme scheduling, attendance tracking, and analytics. Since no direct competitor mirrored NHG’s needs, I analysed ClassPass Partners Platform and TeamUp to identify best practices and potential gaps.

Classpass

Used by gyms/studios to manage class schedules & sign-ups

Class Creation & Recurring Scheduling

Allows partners to set up structured sessions with flexible scheduling options.

Schedule Overview

Displays sessions in a clear, time-based layout for easy navigation.

Attendance & Analytics

Tracks participation and provides insights into class engagement.

TeamUp

A scheduling platform for group classes & membership

Class Listings

Provides a quick overview of all available classes.

Class Listings & Scheduling

Allows partners to set up new class types and assign schedules.

UI Complexity Challenges

The interface felt cluttered, making navigation harder.

Calendar-Based Scheduling Limitations

Managing overlapping sessions was overwhelming.

Adaptable Insights for Partners Portal

🔹

NHG partners needed flexible scheduling

Recurring options, multiple locations, and hybrid sessions.

🔹

Clear schedule overviews

To help partners manage multiple programmes efficiently.

🔹

Integrated attendance tracking

Avoiding separate manual processes.

🔹

Simplified sign-up insights & analytics

Valuable but needed a more intuitive, NHG-specific approach.

IDEATIONS

From Ideation to Prototype: Structuring Programme Management

After analysing existing platforms, I identified a key structural pattern that best suited NHG’s needs: the Parent-Child Model. This framework ensures scalability and flexibility, allowing partners to manage programmes efficiently while keeping sessions well-organised.

After analysing existing platforms, I identified a key structural pattern that best suited NHG’s needs: the Parent-Child Model.

This framework ensures scalability and flexibility, allowing partners to manage programmes efficiently while keeping sessions well-organised.

Identifying a Scalable Structure

The Parent-Child Model aligns with NHG’s programme structure:

A Base Programme (Parent Level)

Holds key details (e.g. description, venue).

Schedules (Child Level)

Created under the base programme to define session times and locations.

Applying the Structure to NHG

Validating this model confirmed its scalability. Moving into ideation, I focused on:

Clear and Intuitive Hierarchy

Ensuring partners can easily manage programmes and schedules.

Seamless Programme & Session Management

Making creation, updates, and viewing straightforward.

Alignment with NHG’s CRM

Ensuring smooth system integration for data consistency.

After defining the Parent-Child Model, I structured programme management into three key components to ensure clarity, ease of use, and scalability. This foundation guided my transition from sketches to wireframes, refining the way partners interact with the system.

After defining the Parent-Child Model, I structured programme management into three key components to ensure clarity, ease of use, and scalability.

This foundation guided my transition from sketches to wireframes, refining the way partners interact with the system.

By establishing a clear hierarchy and refining interactions, this approach ensured seamless programme creation and management for NHG’s partners.

Defining the Programme Management Structure

The system is structured into three key layers:

Programme List (Parent Level)

Overview of all programmes within a partner organisation, showing status (active, paused, cancelled).

Programme Detail Page (Parent Level)

The central hub for managing a specific programme, including session listings and details.

Schedule Tab (Child Level)

A consolidated view of all scheduled sessions, helping partners manage timelines and avoid conflicts.

From Sketches to Wireframes

With this structure in place, I refined the user experience through wireframing, focusing on:

Programme List View

A structured dashboard for easy navigation.

Single Programme View

A detailed page for managing the programme and its schedules efficiently.

Schedule Tab

A consolidated display of all sessions, minimising scheduling conflicts.

SOLUTIONS

The Solution: From Design to Implementation

Programme Management

With the programme structure and wireframes finalised, I moved into designing the key workflows, ensuring they aligned with NHG’s constraints while keeping the experience intuitive for partners.

Mass Programme Creation via Excel

Community partners were accustomed to managing programme details in Excel and needed a faster way to upload them in bulk. To streamline this, we introduced Mass Upload via Excel, enabling partners to create multiple programmes with minimal effort while ensuring data accuracy.

Adding Sessions to a Programme

Once a programme is created, partners need the flexibility to add multiple sessions under it. This structured workflow ensures accuracy, consistency, and ease of scheduling while maintaining data integrity.

Tracking Attendance & Managing Sign-Ups

Once sessions are created and residents sign up via the NHG Care App, partners need an efficient way to track attendance. To reduce administrative workload and streamline check-ins, we introduced both manual tracking and QR code self-check-in.

Beyond Programme Management

Beyond programme management, I designed features that enhanced stakeholder efficiency, accessibility, and oversight, equipping NHG staff and partners with the tools to manage operations effectively.

User Access Managment

Implemented role-based permissions for secure and structured access control.

Analytics Dashboard

Enabled partners and super admins to track programme performance through custom dashboards.

Knowledge Repository

Provided a central hub for NHG to share policy updates and essential information with partners.

Super Admin Dashboard

Equipped NHG super admins with full oversight and control over partners and platform activities.

By introducing these enhancements, I ensured the platform was not just a programme management tool but a comprehensive system that supported NHG’s broader operational needs.

Programme Creation Flow (Single Creation)

The Programme Creation feature enables partners to efficiently create and manage wellness programmes, ensuring accuracy, efficiency, and integration with NHG’s system.

Programme List View

A central dashboard displaying all available programmes.

Create Programme

Partners can add programmes via form input or mass upload using an Excel file.

Programme Details

Required fields align with NHG Care App & CRM for data consistency.

Venue Address Selection

Supports in-person, online, or hybrid sessions.

Participation Criteria

Allows targeting based on age and intensity level.

Additional Information

Internal classifications (e.g., AAP domain) ensure accurate categorisation on Care App.

Queue Page & CRM Sync

Programmes are queued and pushed to NHG’s CRM.

In-App Notification

Confirms programme status and notifies users when available.

New Programme Created

Programme is successfully added and reflected in the system.

By designing this structured workflow, I ensured that programme management is streamlined, intuitive, and fully integrated with NHG’s ecosystem.

Bulk Programme Creation Workflow

A structured flow to ensure efficiency and accuracy:

Create Programme via Excel

Partners can upload an Excel file instead of entering details manually.

Download Excel Template

A pre-formatted template ensures correct data structure for seamless processing.

Upload Excel File

The system extracts programme details from the uploaded file.

Validation Process

The system scans for missing fields or errors before processing.

Validation Completed

Once verified, the system confirms successful data extraction.

By integrating this bulk upload feature, we improved efficiency, reduced manual effort, and ensured seamless programme management for NHG’s partners.

Review Uploaded Programmes

Users can preview and edit programme details before submission.

Save and Publish -> Push to CRM

Finalised programmes are submitted and synced with NHG’s CRM.

In-App Notification

Users are notified once programmes are successfully created.

Add Sessions to a Programme

A structured process for managing sessions efficiently:

Single Programme Details Page

Displays all existing sessions within a programme and allows new session creation.

Add Session

Partners enter key details such as date, time, location, eligibility criteria, and capacity limits. The system ensures all required fields are completed before proceeding.

Review -> Save & Publish

Users review session details before saving, ensuring accuracy before publishing the session.

By implementing this intuitive session management workflow, partners can efficiently schedule, update, and manage programme sessions, ensuring a seamless experience for NHG’s ecosystem.

Processing Sign-Ups & Attendance

A structured process for accurate and seamless attendance tracking:

Attendance Page – Session List

Displays all upcoming sessions with attendance status and session details.

Session Details – Mark Attendance

Partners can manually mark attendance or add walk-in participants as needed.

Self Check-In via QR Code

Generates a session-specific QR code for independent check-ins via the NHG Care App.

By offering both manual and self-check-in options, we ensured a flexible and efficient attendance tracking system, making the process hassle-free for partners and participants.

TESTING & VALIDATION

Testing, Refining, and Going Live

Given the platform’s scale and rapid development cycle, we conducted weekly UI walkthroughs with NHG instead of traditional usability testing. These sessions helped us gather early feedback, refine workflows, and align with NHG’s needs before development, ensuring the platform was intuitive and met expectations.

Given the platform’s scale and rapid development cycle, we conducted weekly UI walkthroughs with NHG instead of traditional usability testing.

These sessions helped us gather early feedback, refine workflows, and align with NHG’s needs before development, ensuring the platform was intuitive and met expectations.

User Acceptance Testing Refinements

Once development was complete, we moved into User Acceptance Testing (UAT)—a final validation phase where NHG teams conducted end-to-end testing on production-ready features before sign-off and launch.

With refinements in place, NHG successfully signed off on the platform, and it was ready for deployment. 🚀

✅

UI Walkthroughs Helped Streamline Features Early

Regular feedback loops ensured the platform was intuitive before development, reducing major design iterations later.

Enhancing Data Privacy Controls

Resident sign-ups included sensitive personal data (e.g., NRIC, Date of Birth).

We implemented access restrictions and data masking to prevent unauthorised downloads.

Optimising QR Code Check-ins

Some residents attended sessions without an NHG Care App account.

QR codes now redirect walk-ins to an online sign-up form, ensuring a seamless check-in process.

✅

UI Walkthroughs Helped Streamline Features Early

Regular feedback loops ensured the platform was intuitive before development, reducing major design iterations later.

Enhancing Data Privacy Controls

Resident sign-ups included sensitive personal data (e.g., NRIC, Date of Birth).

We implemented access restrictions and data masking to prevent unauthorised downloads.

Optimising QR Code Check-ins

Some residents attended sessions without an NHG Care App account.

QR codes now redirect walk-ins to an online sign-up form, ensuring a seamless check-in process.

OUTCOME

Outcome & Reflections

By improving Programme Management, we streamlined scheduling, reduced manual workload, and enhanced tracking efficiency. Partners could now create, manage, and oversee sessions with ease.

Outcome & Impact

By improving programme management, we streamlined scheduling, reduced manual workload, and enhanced tracking efficiency. Partners could now create, manage, and oversee sessions with ease, enabling a more structured and effective healthcare programme ecosystem.

Gov Insider Article

Key Learnings & Reflections

This project was not only successfully implemented but also recognised for its role in enhancing healthcare programme management. Leading my first large-scale project came with challenges in stakeholder management and system complexity, teaching me to stay adaptable, align teams, and drive clarity despite shifting requirements.

Key Takeaways

Balancing Structure & Flexibility

Evolving requirements made upfront planning challenging.
I built a scalable foundation while staying agile for quick adjustments.

Aligning Multi-System Collaboration

Integrating Partners Portal, CRM, and NHG Care App required seamless communication.
I worked closely with NHG stakeholders and developers to bridge design and implementation.

The Need for Real User Testing

NHG gathered stakeholder requirements, but direct user testing was limited.
If done differently, I’d advocate for usability testing to surface pain points earlier.

This project reinforced the power of prioritisation, adaptability, and cross-team collaboration, shaping me into a more strategic designer. 🚀

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