UNIFY – A new enterprise software product for Service NSW, as part of a big government digital transformation initiative, replacing outdated legacy software systems in service centres for the NSW State for use by counter staff to serve customers better.
Build a robust software application for complex transactions that frontline staff can use with minimal effort so they can serve customers better
Principal Product Designer
One of the first members of the team, starting the product from scratch in a big government organisation. Working with a small cross-functional product team and engineers in an agile environment, doing discovery, research, prototyping, testing, reiterating often on designs with our end users. We had to rethink how we designed forms for our users because their needs were different from the typical online consumer and these transactions involve complex business processes, rules and private information. We also provide support for the product, with training videos, responding to live issues, fixing bugs and usability issues, and are involved with the whole end to end product lifecycle. Since we started in January 2018, we have designed and launched over 10 transactions following an established UX and UI pattern including Boat Driving Licence, Vessel Registration, International Driving Permit, Pet Registration, Contractor’s Licence, National Disability Worker Check, Senior Rebates and many more in the works. Since January 2020, we have been rolling out a series of rebate and payment applications to help bushfire and drought victims, from volunteer firefighters, small businesses to farmers, where we work closely with the digital channel to help provide an omni channel customer experience.