DTO Reviews Initial Stages of User Centric Service Design

Jan 16
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“We wanted to test a hypothesis: that it’s possible to design an approach to structure information that is based around the user, and could potentially scale across government information and services.” – Leisa Reichelt, Head of Service Design at the Digital Transformation Office

The Digital Transformation Office is working to present government information and services based around the way people look for and use information rather than around the way the government is structured.

This includes addressing the public’s requirements in tax, education, registering to vote, superannuation, registering a business, accessing benefits for older people, applying for permits to serve food and alcohol, importing goods and a range of other services.

After four weeks of user research and five weeks of designing and building, Leisa Reischelt, Head of Service Design at the DTO, blogged that the DTO has completed their Alpha prototype to demonstrate how this might work.

Key learnings

Leisa says they have learned “people often struggle to get a ‘mental model’ of everything that government needs them to know and do, because this information is often spread over several websites. They feel they’re finding out what they’re required to do in just the nick of time, often through asking someone in their personal or professional network.”

They also heard people found it easier to pay professionals to navigate the complexity of government on their behalf so as to avoid making mistakes. Regardless of demographic, there was a common theme of frustration when dealing with the many different government processes across federal, state and local levels.

“It’s been a massive team effort across all disciplines; design, user research, content design and development guided by our product manager and delivery manager. Just as importantly we’re working with a number of key stakeholders, including the agencies that are responsible for delivering the services, digital SMEs, and of course the end users,” Leisa said.

The User Centric Service Delivery in the Public Sector Conference, taking place in April, will examine approaches to leveraging digital technologies to create simpler, clearer and faster Government services. With the creation of the DTO and the increase in state wide digital agencies, it is crucial that Government now provides a service that consistently meets and satisfies the needs of customers. Book your place by January 15th to save $400.

User Centric Service Delivery

Submitted by Jessica Farrelly

Jessica Farrelly

Jessica is part of the marketing team at Criterion, specialising in content and social media. Originally from Ireland, she’s an avid traveller and moved to Sydney after a year spent living out of a backpack in Asia.

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