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Service NSW App Case study
Problem Statement
How might we enhance the interaction between government services and citizens by leveraging the Service NSW mobile app to deliver a more accessible, personalised, and seamless customer experience that empowers individuals to navigate government resources and services easily?
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I surveyed 59 respondents, targeting a diverse demographic to capture a wide range of user experiences and preferences.
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46% expressed a desire for improved accessibility features.
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Users reported frustration with the app's layout. One participant commented, "It takes too many steps to get to the information I'm looking for."
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Participants noted that buttons were often too small for comfortable interaction, leading to accidental presses. A user remarked, "I often end up clicking on the wrong thing because the buttons are too tiny."
This foundational research informed the subsequent design decisions, ensuring they were data-driven and user-centric.
Quantitative Research
User Challenges
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Navigational Difficulties: Users struggle to locate services quickly due to an overly complex layout and multiple steps.
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Physical Interaction Issues: Small touch targets create barriers for users with diminished motor skills.
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Comprehension Problems: The use of technical jargon prevents users from fully understanding app functionalities.
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Lack of Confidence: Older users often feel anxious about using technology, fearing they might make mistakes or not be able to complete tasks independently.
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Accessibility Concerns: Users with visual impairments or other disabilities found it difficult to use the app effectively.
Project Overview
To humanise and transform the Service NSW app's navigation and content organisation to make it more intuitive and user-friendly for both first-time and returning users, fostering a sense of trust, empathy throughout their interactions.
Client
Service NSW
UX Product Design
Role
Year
2023
Platform
Mobile
Goals
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Enhance User Experience: Our goal is to simplify navigation and ensure easy access to essential services, all with the user in mind. This approach will create a seamless and intuitive user experience, making the Service NSW app a preferred choice for our users.
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Integrate Services: Provide a one-stop platform for accessing various government services, streamlining the process for users.
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Increase Accessibility: Over 77% of users access the Service NSW app via mobile devices. Our users have a wide range of technological skills, so it is vital to ensure that the app caters to all abilities.
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User Diversity: Ensuring the app is accessible and usable for all users, regardless of their level of digital literacy.
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Complexity of Services: Simplifying complex and interlinked government services for user-friendly navigation.
Challenges
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Conducting user research and usability testing.
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Developing wireframes, prototypes, and visual designs.
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Collaborating with cross-functional teams and stakeholders.
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Facilitating design workshops and user testing sessions
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Advocating for user-centered design changes.
My Roles
Wireframes
Features
Designing a solution
The redesign of the Service NSW App's prototype incorporated several key features directly influenced by user feedback, particularly focusing on ease of access and usability for senior residents and other users with varying levels of technical proficiency.
Screens
Conclusion
My re-imagination of the Service NSW App demonstrates an interplay between user-centred design, strategic planning, and community engagement. The application not only aims to enhance user experience through accessibility but also positions itself as a leading example of how digital services can effectively cater to the diverse needs of residents. By prioritising user needs and aligning with governmental goals, the project showcases the potential for impactful digital solutions in public service.