[Type]: Service Design
[Client]: Services Australia
[Project]: Ecosystem Mapping
[Role]: Service Designer
[Duration]: 3 months
[Year]: 2024
Overview
The myGov website, authenticated portal and mobile app are integral parts of a complex ecosystem that encompasses multiple systems, channels, and teams. The myGov Digital Product Design team needed assistance in mapping the myGov ecosystem to enhance coordination and inform decision-making by developing a clearer picture of its current state.
My role involved in-depth analysis and synthesis, development of 21 detailed customer journey maps incorporating storytelling to ensure a human-centered perspective, and collaborating in crafting the MyGov Service Design Blueprint. Additionally, I designed presentation decks and co-presented our findings in a final showcase to key stakeholders.
The information above is just a snapshot of the project and the work carried out.
Further details available on request.
Due to the nature of this project, I am unable to share specific details. However, I can discuss my approach, role, and key insights. If you'd like to learn more about my experience in this area, please feel free to get in touch.
