Court User Experience Design and Solutions Traineeship [GRIT@Gov]

The Judiciary - comprising the Supreme Court, State Courts and Family Justice Courts - is one of the three constitutional pillars of government in Singapore. Known collectively as SG Courts, we are integrated to serve as one judiciary. As an organ of state, the Judiciary’s function is to independently administer justice. Headed by the Chief Justice, we are a forward-looking, innovative and trusted judiciary. Built on judicial professionalism and transparency, we maintain the highest standards of integrity in safeguarding our community. We pledge to ensure equal and continuous access to justice, and we are committed to deliver justice that is accessible, fair and impartial. The Judiciary strives to innovate and evolve to face challenges in an increasingly complex world. Hence, we are committed to our shared vision of “A trusted Judiciary. Ready for Tomorrow”. What the role is You will be attached to the Service Excellence department to design feedback mechanisms and solutions to enhance court user experience. The Service Excellence department oversees the operations of frontline service touchpoints such as the Call Centre, Service Hubs and QSM section. These include reviewing service-related feedback and developing service policies and disengagement protocols. The department seeks to foster greater collaboration with stakeholders, leverage technology-enabled solutions and adopt data-driven service initiatives to enhance the court user service experience. You will be involved in 2 projects - (1) Design Survey System for Service Counters and (2) Enhance Online Form through Trend Analysis, and have opportunities to • Improve how citizens experience court services, making feedback collection more effective and court services more responsive to user needs. • Gain hands-on experience with analytics, user research, and work with emerging technologies in government digital transformation. • Work alongside diverse teams including frontline service officers and court divisions to deliver solutions that enhance the citizen experience. • Build expertise in user research, data analysis, survey design, digital interface development, and public service innovation.

1. Design Survey System for Service Counters o Observe user journeys at Singapore Courts' Service Hubs to identify pain points and gather insights. o Design a service satisfaction survey with optimised rating scales, layout, questions, and collection methods (touchscreen, QR codes) to maximise response rates, then support its implementation at our service touchpoints. 2. Enhance Online Form through Trend Analysis o Conduct a comprehensive study analysing trends in enquiries and feedback to identify common pain points and service gaps. o Design an enhanced form that anticipates user needs, streamlines the feedback process, and helps court users find the information they are looking for more effectively.

• Diploma, degree or equivalent in any field • Keen interest in understanding and improving customer experiences • Proficiency in data analysis and visualization tools (Excel, Power BI, and/or Tableau) • Strong Microsoft Office skills, especially PowerPoint for presenting insights • Ability to take initiative while working well with others • Interest in translating data into actionable recommendations The successful candidate will be appointed for a 6-month traineeship between January and June 2026. Only short-listed candidates will be notified. Thank you for your interest in this traineeship and in the Judiciary.