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Institute of Digital Government

Product Thinking: A good customer experience.

21 May 2026

Learning Pathway:

AI Build 301

We have a problem statement, metrics, and a handle on risk. Now, what does it actually feel like to use what we build?

Thumbnail for Product Thinking - Design a good customer experience (6 of 7)

Good customer experience

Good customer experience isn't a nice-to-have, it's necessary. This matters especially for essential public services, where people may not have alternatives.

Design principle: produc thinks for the user, solve specific frustrations, make smart trade offs, especially when its mandatory

Examples in Government

Strong government digital products often start by addressing a specific, real problem for users.

use cases: ParkingSG, RedeemSG

11-star framework

The 11-star framework is a way to stretch our thinking by imagining an exceptionally good customer experience, then working backwards to what is realistically worth building.

11 star framework
reflection exercise
⏭️Next Guide: Key Takeaways↩️Return to - AI 301: Build with AI