Service NSW Driver Knowledge Test
NSW Government’s mission to become the world’s most customer-centric government by 2030
BRIEF
- Our team was tasked with designing and delivering the online enrolment transaction for the Driver Knowledge Test (DKT), providing NSW customers with a digital alternative to completing the test at a Service Centre.
The project supported:
- NSW Government’s mission to be the world’s most customer-centric government by 2030.
- The Premier’s Priority of “Government Made Easy” by improving accessibility to services.
- The enrolment process was tailored for 15–17-year-olds, who comprise the majority of in-person tests, while also supporting assisted digital pathways for overseas and other customers requiring additional help. This large-scale, complex project, managed by SNSW’s Projects and Partnerships team, involved extensive collaboration across stakeholders.
PROBLEM STATEMENT
DKT online often represents young customers’ first interaction with NSW Government digital services. A positive, accessible experience was critical to building trust and ensuring future engagement.
The solution aimed to:
- Reduce stress and anxiety caused by in-person environments.
- Provide flexible access, enabling customers to complete the test from home, especially benefiting rural and remote communities.
- Allow unlimited test attempts, with payment required only upon passing, reducing costs.
- Introduce customers to SNSW’s digital ecosystem, fostering trust and familiarity at the start of their licensing journey.
SERVICE DESIGN APPROACH
- Reviewed existing discovery work and conducted additional research to refine the problem space and validate technical solutions.
- Analysed similar processes in other states, including proof-of-identity, eligibility criteria, and end-to-end workflows.
- Developed a case for streamlined proof-of-identity processes, backed by data from current in-person testing programs.
Established a collaborative workspace for TfNSW and SNSW product teams to enhance alignment and efficiency. - Pivoted the design based on insights to better meet customer needs, particularly for younger audiences.
- Conducted accessibility testing, ensuring WCAG compliance through close collaboration with engineers and QA teams.
- Resolved functional issues and ensured seamless integration across internal SNSW teams and external vendors.
Created knowledge articles for front-line staff and supported communications for the ministerial launch.
MY RESPONSIBILITIES
- Service Design Leadership: Led end-to-end design, including discovery, iterative development, journey mapping, and delivery, with a focus on user-centred solutions.
- Stakeholder Management: Collaborated with cross-functional teams (engineers, BAs, SMEs, QA, and TfNSW) to ensure consistent alignment and delivery across all stages.
- User Research and Testing: Conducted three rounds of usability testing with diverse cohorts, synthesised findings, and presented actionable insights to stakeholders and leadership teams.
- Prototyping and Content Design: Designed interactive prototypes, user flows, and responsive specifications for all scenarios, including error handling.
- Accessibility: Ensured full accessibility compliance, collaborating with engineers and conducting final testing.
- Customer Journey Mapping: Designed the assisted pathway for customers unable to complete the process fully online, using insights from SMEs and service delivery teams.
- Cross-functional Integration: Facilitated integration of AI chatbot and digital notifications to deliver a cohesive user experience.
- Training and Documentation: Delivered training sessions for TfNSW and DLAP, and developed support documentation for front-line staff.
- This project exemplified a customer-first approach to service delivery, achieving a seamless and inclusive digital experience for NSW residents.