NSW DCS
UI / UX DESIGN

CONTEXT

Over the course of the last few years the NSW Department of Customer Service has been engaged in an ongoing program of work to digitise all of the licenses in the state.

For 18 months from October of 2021 until April of 2023 I worked in a contract capacity as a Senior UI/UX Designer, in a lean agile environment, across up to three cross-disciplinary product teams simultaneously to assist them in that undertaking.

Collaborating closely with Product Managers, Service Designers, Regulatory Officers, Developers, Analysts and a myriad of other stakeholders, we worked within a complex environment balancing an array of ever shifting parameters - including but not limited to regulatory, technical and accessibility constraints - to deliver solid outcomes.

From conducting workshops, through to low and hi-fidelity wire framing, prototyping, recruiting for, conducting and synthesising user testing, to playing results back to stakeholders and adapting the teams development approach as necessary, I contributed from a design perspective in a role that was 100 percent remote despite being based in Sydney.

OUTCOME

Utilising a lean and pragmatic but highly effective product design process, we transformed a number of license related activities across a number of licensing schemes. What began as cumbersome, expensive, time consuming paper based processes, ended up as short, simple, easy to use digital forms. Depicted below are examples of the before and after states of the High Risk Work Licence renewal process.

TOOLS

FIGMA / MIRO / HTML + CSS / CONFLUENCE / TEAMS

SWATCHES

TYPEFACES