Client: Service Victoria, Victorian government
Date: 2023
Location: Remote
Who is Service Victoria?
Service Victoria exists to modernise government services — in this context, digitising day-to-day services for 7 million Victorians.
I worked within a large experience design capability organised into the Spotify model of squads, guilds, and tribes.
Service Victoria has experienced significant growth over the past 6 years and has maintained elements of a start-up culture.
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My role was to support a highly accessible and intuitive interface, in the stream responsible for delivering value to customers.
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Why this project?
As part of the User Features & Experience Tribe, I was one of a handful of senior creatives onboarded to help Service Victoria deliver on their target to add digital cards to the mobile wallet app and enhance their ways of working.
My primary role was to add the Digital driver licence to the mobile app.
The team
Day-to-day, I collaborated with product owners, content writers, and developers within the digital driver license squad. Regular designer syncs played a crucial role in maintaining alignment across our broader designs.
To ensure alignment with external stakeholders, such as Victoria Police and VicRoads, we engaged with them on a weekly basis, fostering open communication and shared understanding.
When research needs arose, the dedicated research team conducted the necessary investigations, providing valuable insights to inform our design decisions.
My role
As a senior product designer I translated design concepts to prototypes and high fidelity designs, balancing technical feasibility and design intent. I worked with the engineering team to ensure a pixel-perfect solution across iOS and Android.
Beyond my core responsibilities, I actively contributed value by:
• Supporting other tribes and value streams
• Optimising design files for improved efficiency
• Uplifting the design system for enhanced consistency
Additionally, I documented comprehensively to ensure key design decisions, guidelines, and best practices were captured and shared, facilitating knowledge transfer and promoting project continuity.
Heuristic review
The work
The general look and feel of the Service Victoria app was already established, so I supported existing delivery work and getting it ready for launch, including:
- Creating concepts for new features and UI functionality
- Prototypes for stakeholders and user research
- Aligning with external stakeholder expectations
- Creating flows for specific scenarios such as Early Access
Challenge focus:
Unraveling the intricate interplay between driver license proficiency (full, probationary, learners) and vehicle types (car, rider, heavy vehicle) was further complicated by policy requirements and API restrictions.
To ensure a smooth transition for future designers and prioritize progress, I adopted a "leave it in a better place than when you found it" approach. This involved meticulously documenting and visually mapping out all the combinations, including notes on any blockers or unknowns.
The aim was to consolidate the knowledge in one centralised location, enabling future designers to continue the work when it becomes a project priority.
Results
The success metrics for the release of the Service Victoria app were set at 80% before feature release and 95% afterward, showcasing the high standards expected.
As I transitioned off the project, the early access for the Digital driver license was successfully launched in the Ballarat region, with plans for statewide adoption later in the year, meeting the goal set by the minister.
Throughout the project, regular check-ins with the Design Manager underscored the significance of our work and the importance of delivering on Service Victoria's commitments. By upholding these standards, we aimed to set the organisation up for long-term success, ensuring that our efforts would have a lasting impact for years to come.
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