Service NSW – Identity Assurance
Focused, human centred design and considerations, as it relates to insurance, both personal and corporate.
A service design approach for enterprise-wide solutions in identity verification
Product Design
User research
Customer Experience
Ethnographic research
User testing
User Interface Design
After 18 months with the DLP, I moved into Identity Assurance (AKA POI) where I was enabled to conduct research for assisted channels, assist Covid support transactions, conduct insight rich user interviews, and synthesise findings and turn findings into designs. These findings and concepts led to identity assurance features we see today, such as card infographics, clear help text, cultural use of single names, date formatting, Photo card support, and simplified consent methods. As a team member I placed myself as a SME for team priorities, ways of working, and involving engineers in research discovery, and recommendations. I gathered vital expertise in identity verification systems, through training and my work, with dealings with TDIF, AGDIS and ACIC and NDIS that has seen me return in side projects to digital ID setup contributions (most recently, May and June 2024).
DISCOVERY
Neccessity drives invention. With Covid 19 affecting all facets of our lives, simplifying the process of obtaining needed SNSW vouchers became an immediate need. I worked with my team to conduct rapid user interviews and look at where many customers were struggling to have the needed proof of identity documents at hand.
PROCESS:
- Content design review and language simplification
- Gap Analysis (what are not seeing from previous research?)
- Discovery and interviews with seniors, regional, ESL and CALD cohorts
- Journey Mapping
- Service Blueprints
- Experience Mapping
- User Interviews, learning goals and interview crafting
STEPS FORWARD
- Design and introduction of card infographics and annotated descriptions to assist in clearer comprehension and input
- Assisted help text’ and standardised error messaging and documenting
- Marriage Certificate digital provision, discovery with assisted channels to surface where digital channels were failing CALD, ESL cohorts.
- In depth research to assisted channels to cover many groups with alternative ID needs
- Contribution to new UI components in the Global Experience Library (GEL) Presentation of research findings and insights to all of SNSW digital.
- Working group contribution, enterprise-wide for research best practices
- Mentoring of junior and mid-senior designer levels
- Skills matrix design and presentation to design guilds and showcases