Grant Service Redesign for Info-communications Media Development Authority (IMDA)

Building a ground up, user-centred service experience for Info-communications Media Development Authority (IMDA) grant services.


Infocomm Media Development Authority


Public Service


User & Market Research

Experience and Service Design

Business Process Re-engineering


Chemistry helped IMDA to uncover, ideate and deliver a transformational design study to radically streamline their higly complex grant application processs.

What We Did

IMDA provides grants to organisations and individuals through its industry development fund, which aims to build Singapore’s Infocomm Media (ICM) ecosystem. Chemistry was awarded a multi-year engagement to streamline and integrate two legacy and highly regulated grant application processes.The team conducted extensive user interviews and focus group discussions to understand the diverse stakeholder needs, identify existing challenges and prioritise areas for transformation.These insights served as a springboard to frame a co-creative ideation process with key stakeholders. In close collaboration with the client team, the developed ideas were translated into new process flows, system requirements, and other actionable recommendations in the form of a new service design blueprint.

The Results

The design recommendations, such as future workflows and requirements for technology solutions were captured in a comprehensive ‘To-Be’ report. These recommendations offered IMDA and key stakeholders a clear, easy-to-follow framework to craft a novel, seamless, and efficient user experience. The output of this project would then act as a clear brief and template for the successful delivery of a large scale IT development tender.

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