Lim Xiu Ling, Senior Manager, Digital Product Development, Digital Office, Communications and Engagement Group, Ministry of Education (MOE), Singapore

1. How do you use your role to ensure that technology and policy are truly inclusive? 

As a product designer and digital communications specialist, I develop digital products and content that make policy announcements and public messages accessible to the intended audiences. I prioritise user-friendliness, clarity, and inclusivity by ensuring the language, readability, and navigation are intuitive. This includes optimising websites for mobile and desktop, and testing interfaces to support users with diverse needs and varying digital literacy levels. 

2. What’s a moment in your career when you saw firsthand how technology or a new policy changed a citizen’s life for the better? 

I was part of the public communications and engagement team for the product launch of the Parents Gateway (PG) mobile app in 2019. Developed by the Ministry of Education (MOE) and GovTech, PG strengthens school-home partnerships by providing parents with easy access to school announcements, consent forms, travel declarations and more, while easing teachers' administrative load. 
 
It was rewarding to see how PG has streamlined communication and administrative tasks, making a tangible impact on both parents and teachers. The continued use of PG in schools today shows its ongoing value and effectiveness. 

3. What was the most impactful project you worked on this year?
 

The most impactful project I worked on this year happened by chance. While volunteering with MINDEF for the SG60 National Day Parade (NDP) Show as part of the Artiste Management team, a major pain point emerged around the need for real-time tracking of artiste movements during system runs, rehearsals, and live shows. With 39 artistes involved, effective coordination became even more crucial to delivering a smooth and successful show for the entire nation. 
 
Although it was outside my volunteer role, I took the initiative to design a no-code web app that allows simultaneous real-time updates on the move. I designed the app’s content and user experience to be accessible to all users with varying technical skills, conducted user testing, and worked closely with SAF officers for implementation.

The app enabled real-time updates from over 35 cross-agency public officers on the ground and ensured that the artistes were at the correct gates at the right times and ready for their performances. I'm grateful to the team for their support and readiness to adopt a new approach.
 

4. What lesson did you learn about designing for real people? 

The key lesson I’ve learned about designing for real people is that usability must meet users where they are, not where we expect them to be. When solutions reflect real user conditions and address ground challenges with empathy, it becomes much easier to gain stakeholders’ buy-in. Through journey mapping and user testing, we can uncover how people actually experience a product or service, allowing us to design solutions that genuinely meet their needs and work effectively in real-world settings.

5. We hear a lot about AI. What's a practical example of how AI can be used to make government services more inclusive and trustworthy? 

AI can help make government services more inclusive and trustworthy by personalising service delivery. In Singapore, our citizens have varying language abilities, and some, particularly the elderly, may not be fluent in English. AI multilingual support can be built into government chatbots and apps, and real-time AI translations and on-screen subtitling of speeches can be used at major conferences and events. 
 
Together, these tools can help our citizens better understand public initiatives and engage more meaningfully with government services. 

6. How are you preparing for the next wave of change in the public sector? What new skill, approach, or technology are you most excited to explore in the coming year?

As we have all seen, advances in AI are accelerating rapidly, with new tools and applications emerging every day. I am particularly excited to deepen my understanding of vibe coding and explore how it can enhance my product design work. Its ability to support rapid prototyping will allow me to test design concepts with users more quickly, iterate with greater agility, and ultimately help our teams deliver impactful digital products at a faster pace.

7.What advice do you have for public sector innovators who want to build a career focused on serving all citizens? 

My advice for public sector innovators is to see every citizen you serve as a customer and to deeply understand their customer experiences and journeys. Step into their shoes and see challenges from their perspectives. When you focus your work around real needs and experiences, the products and services you create will have a meaningful and lasting impact on our citizens, and you'll be better equipped to build a career that truly serves the public. 

8. Who inspires you to build a more inclusive and trustworthy public sector? 
 

I would say, it’s Ms Tan Su Shan (CEO, DBS Bank). As one of the top female leaders in both banking and technology, Su Shan often emphasises that progress is not only about adopting new technologies and ensuring they are resilient, but also about empathising with people and prioritising customer experience. These qualities are especially vital in today’s rapidly evolving AI landscape.  
 
Su Shan’s vision of building an “AI-enabled bank with a heart” resonates deeply with me. It reminds me that an inclusive and trustworthy public sector must balance innovation with empathy, and always keep humanity at the centre of transformation. 

9. If you had an unlimited budget, what would your dream project be? 

My dream project would focus on tackling food waste. Every day, large amounts of unsold food are discarded by F&B establishments. With an unlimited budget, I would like to explore how technology, especially the use of AI and data analytics, can help businesses better forecast daily demand, optimise production, and reduce wastage. I would also look into creating sustainable ways for them to sell surplus food at the end of the day while balancing operational costs. Achieving this would not only benefit businesses but also contribute meaningfully to environmental sustainability. 

10. Outside tech, what excites you the most? 

Outside of technology, I am most energised by opportunities to learn and seek out new experiences. As Singapore marked the significant SG60 milestone in 2025, I had the privilege of serving on the National Day Parade (NDP) Show as part of the Artiste Management team, where I experienced what it was like to work with artistes and be on stage. I also gained a unique glimpse into national service life through the MINDEF Women’s Boot Camp. These experiences deepened my appreciation for Singapore’s history and heritage, and how far we have come.