Government
2018-2025
Designed a new internal tools platform for Service NSW to streamline how government staff serve everyday citizens. By replacing outdated, fragmented legacy systems, we created a unified and intuitive interface for over-the-counter service centre staff and contact centre agents. The platform powers essential services such as grant applications, licences, and registrations—supporting omnichannel operations and significantly enhancing both user and customer experience. Staff consistently reported that they “love using it” for its clarity, speed, and simplicity.
Recognition
2023 Australia Good Design Awards - Service Design for Service NSW - Dine & Discover Voucher Program
Problem
- Staff required 20+ separate logins to complete daily transactions
- Legacy systems were clunky, unintuitive, and demanded extensive training
- Ambiguous workflows led to frequent errors and inefficiencies
- Fragmented tools hindered service quality, accuracy, and speed
- High cognitive load increased staff frustration, especially under time pressure
- Limited access to real-time guidance or policy clarification during transactions
Strategy
- Conducted discovery through workshops and interviews with:
- Service centre staff, contact centre agents, SMEs, stakeholders, and other government agencies
- Mapped end-to-end transaction workflows to surface inefficiencies and define necessary API integrationsCollaborated closely with engineers and project managers to define:
- Platform architecture, business rules, user flows, technical requirements, and endpoints
- Applied design thinking techniques (How Might We, Jobs to Be Done) to reframe challenges and shape the product direction
- Aligned design outcomes with business goals and executive priorities
- Prioritized high-impact transactions for
- MVP delivery and phased platform scaling
Solution
- Launched MVP with a simplified, non-payment transaction to validate architecture and UX
- Redesigned legacy transaction workflows using a new design system and modular UI patterns
- Created a centralized dashboard for staff to access all transaction types in one place
- Scaled the platform to support over 100+ transactions, including:
- Licence renewals and registrations
- Grant applications and voucher programs
- Customer profile: account search, history, and Salesforce case creation, eligible grants
- Admin tools for advanced permissions for back-office business groups, enabling override actions, customer account edits, and specialized approval workflows
- In Phase 2, updated applications to align with the new Service NSW-wide design system
- Developed customized B2B-facing components while maintaining brand, accessibility, and consistency
- Embedded AI Chat Agent support within the platform to assist staff in real-time with relevant policies, rules, and transaction-specific guidance
Results
- Launched and supported 100+ transactions across NSW government service channels
- Significantly reduced staff transaction times—boosting service speed and accuracy
- Lowered training requirements through intuitive UI and simplified workflows
- Received strong qualitative feedback from staff: “I love using this system”
- Enabled rapid rollout of urgent government initiatives, including emergency relief grants
- Automated previously manual workflows with custom-built admin tools—improving back-office efficiency and control
