Challenge

Every year more than 60,000 workers across NSW visit AusPost to renew their High-Risk work licence, allowing them to perform dangerous work like operating cranes and installing scaffolding. That process involves tens of thousands of paper forms, postage of documents, massive manual burden, and millions in administrative cost. SafeWork saw an opportunity to reduce their dependency on AusPost by digitising the renewal process to allow customers to self-service.

Expertise

User research, Quantitative research, service design, product design, design strategy, workshop facilitation, UX design, UI Design, Iterative development

1 - Discover

Stakeholder workshops and research

 To understand the complexity of the renewal process, I designed and facilitated a series of workshops with SafeWork and AusPost SME’s, developers, solution architecture and policy experts to define the problem and the scope of the product. This included;

• Interviews conducted with SafeWork Assessors and Inspectors, AusPost employees, Call-centre staff, and licensees (customers)
• In-depth comparative analysis with QLD and VIC Safework High Risk Licences
• Data analysis of current state
• Policy, legislation, and privacy impact review

2 - Define

Key findings and solution strategy

After synthesising the research, a number of key themes were identified as areas of interest

• Significant duplication and productivity loss for customers (time and effort)
• Large admin burden on SafeWork and AusPost who hand write, manage, and facilitate the capture and issue of necessary customer information and documentation
• High annual administration costs
• Significant levels of application exception handling due to data quality issues,primarily from the use of paper forms
• Multiple points at which fraud may occur

These were presented back to the department, and a strategy for how we might solve each theme was developed. This strategy involved defining key design principles, prioritisation of problem space and identifying opportunities to leverage existing integrations and influence policy changes.

From here, we ideated several future states and refined them into a single cohesive end-to-end experience we could test with licensees and employees.

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3 – Deliver

User testing, prioritisation, release

With test data from the wireframes, we refined the product scope, altering functionality and increased the fidelity of the wireframes to prototypes that could be used by the development team to build the product. During the build I supported the BA’s, Architects and Engineers, working in agile sprints by providing user flows, IA and user stories in addition to the screen designs. This made it a lot easier to communicate the customer value and purpose of each function as it was added.

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