Service New South Wales were embarking on an exploration of the digital identification and needed a partner who would align their teams and bring an outside perspective on the customer experience.
Reviewing the current experience, consulting internal stakeholders on their ideas and researching emerging market trends, we analysed the problem, established guiding principles for the project and constructed an underlying service model.
Through this research we found there was great opportunity for innovation in this space.
Testing our models against against real life scenarios we were able articulate the potential benefits for customers with the proposed digital platform, and unify stakeholders around this future.
We designed a road map to move from the current to future state, including pilot experiences.
We communicated the future state vision, value propositions, functional model and future scenarios in a compelling way. We connected the dots between the client's related programs and provided way forward to enable Service New South Wales to create a great and secure digital service for their customers.
Service Design & Research
Understanding and designing for customers
Capabilities we used