Service NSW

Optimising the Account Experience for 5.5M NSW Residents

Case Study
Product Design

This case study highlights the steps taken to enhance the account experience for the 5.5 million residents of New South Wales (NSW) by addressing customer pain points and streamlining usability.

Employer

Service NSW

Sector

Government

My Role

Seniro Product Designer
Entire product design from research to conception, visualisation and testing

Time

6 months

Discovery

Unveiling Customer Issues

Upon joining the team, I delved into the detailed discovery process already conducted, uncovering critical issues associated with the account experience. These included navigation and information architecture challenges, confusion stemming from inaccurate labels and an agency-centric focus, and a lack of on-screen assistance hindering customer self-help.

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