Creating a vision for the future of identity management with SNSW

Playing a key role in designing the future of digital identity and securely connecting the citizens of NSW with government and businesses.

The challenge

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.

The research

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.

The findings

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.

The solution

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 NSW
We played a key role in designing the future of digital identity and provided a way forward to enable Service NSW to create a great and secure digital service for their customers.
Want to know more?
Speak with the project lead
Laurence Crew
Creating a vision for the future of identity management with SNSW

Service Design & Research

Understanding and designing for customers

Capabilities we used

User Experience Design (UX)
Customer Value Proposition Testing
Customer Value Proposition (CVP) Design
Customer Personas
Customer-led Innovation
Product Design
Digital Transformation Strategy

Duration

9

weeks

© 2019 The Customer Experience Company
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