Moving Government Assistance Online.
Client
Services Australia
Deliverables
UX & UI Design Prototyping Usability Testing Content Design
Year
2021-2023
Role
UX Designer
Since last century (literally), the Continence Aids Payment Scheme relied on a 14-page paper form — slow, unclear, and reading more like legal fine print than an application. Yep — fourteen pages. By post 📨 I led the redesign into a simple, human online service, translating complex eligibility logic into a clear step-by-step path. The result? Less overwhelm, better comprehension, and support reaching people when they need it most.
Since last century (literally), the Continence Aids Payment Scheme relied on a 14-page paper form — slow, unclear, and reading more like legal fine print than an application. Yep — fourteen pages. By post 📨 I led the redesign into a simple, human online service, translating complex eligibility logic into a clear step-by-step path. The result? Less overwhelm, better comprehension, and support reaching people when they need it most.
Since last century (literally), the Continence Aids Payment Scheme relied on a 14-page paper form — slow, unclear, and reading more like legal fine print than an application. Yep — fourteen pages. By post 📨 I led the redesign into a simple, human online service, translating complex eligibility logic into a clear step-by-step path. The result? Less overwhelm, better comprehension, and support reaching people when they need it most.
( 01 )
Understanding the Landscape
( discover )
First came interviews to understand context. Then, a UX audit to untangle eligibility logic.
First came interviews to understand context. Then, a UX audit to untangle eligibility logic.
The more I uncovered, the clearer the redesign path became.
The more I uncovered, the clearer the redesign path became.
Design Activities
Stakeholder & SME Interviews
Desktop Research
Persona Development
UX Audit
Stakeholder & SME Interviews
Desktop Research
Persona Development
UX Audit
Stakeholder & SME Interviews
Desktop Research
Persona Development
UX Audit
Key Insights
Reduced 22 questions → 9.
Identification of questions that were illegal to ask as they had no bearing on eligibility (e.g. Biological Sex).
Applicant confusion on the front end created more work for staff on the back end, resulting in incomplete and incorrect applications.
Outcomes
Clear foundation for cutting processing time and downstream follow-ups.
Compliance risk mitigated (removal of illegal questions).
( 02 )
Turning Findings into Focus
( define )
From messy problems to a plan forward...
From messy problems to a plan forward...
It was time to set the guardrails, goals and guiding question for our redesign.
It was time to set the guardrails, goals and guiding question for our redesign.
Design Activities
Constraint Mapping
Design Goals & Principles
“How Might We” Framing
Future State User Journey
Information Architecture & Navigation
Constraint Mapping
Design Goals & Principles
“How Might We” Framing
Future State User Journey
Information Architecture & Navigation
Constraint Mapping
Design Goals & Principles
“How Might We” Framing
Future State User Journey
Information Architecture & Navigation
Key Insights
Content had to follow natural thought process (esp. older / cognitively impaired users).
Stakeholder check-ins were essential for feasibility & compliance.
Consultants needed reduced back-end workload.
Content had to follow natural thought process (esp. older / cognitively impaired users).
Stakeholder check-ins were essential for feasibility & compliance.
Consultants needed reduced back-end workload.
Content had to follow natural thought process (esp. older / cognitively impaired users).
Stakeholder check-ins were essential for feasibility & compliance.
Consultants needed reduced back-end workload.
Outcomes
Alignment with compliance and operational constraints ensured project feasibility.
Clear design goals established measurable success criteria → easier to demonstrate ROI.
Reduced business risk of redesign by involving stakeholders early and frequently.
Alignment with compliance and operational constraints ensured project feasibility.
Clear design goals established measurable success criteria → easier to demonstrate ROI.
Reduced business risk of redesign by involving stakeholders early and frequently.
Alignment with compliance and operational constraints ensured project feasibility.
Clear design goals established measurable success criteria → easier to demonstrate ROI.
Reduced business risk of redesign by involving stakeholders early and frequently.
( 03 )
Shaping the Future Experience
( develop )
I began creating a step-by-step experience that felt easy and clear
I began creating a step-by-step experience that felt easy and clear
based on the insights gathered and goals created.
based on the insights gathered and goals created.
Design Activities
Whole-Of-Government Design Pattern Review
Lofi & Hifi Wireframes (Adobe XD)
Conditional logic, Support Text & Eligibility Handling
Content Design
Stakeholder Feedback Cycles
Whole-Of-Government Design Pattern Review
Lofi & Hifi Wireframes (Adobe XD)
Conditional logic, Support Text & Eligibility Handling
Content Design
Stakeholder Feedback Cycles
Whole-Of-Government Design Pattern Review
Lofi & Hifi Wireframes (Adobe XD)
Conditional logic, Support Text & Eligibility Handling
Content Design
Stakeholder Feedback Cycles
Key Insights
Eligibility needed to be clarified upfront.
Contextual guidance reduced cognitive load.
Legal compliance shaped ineligibility handling (choice vs rejection).
Eligibility needed to be clarified upfront.
Contextual guidance reduced cognitive load.
Legal compliance shaped ineligibility handling (choice vs rejection).
Eligibility needed to be clarified upfront.
Contextual guidance reduced cognitive load.
Legal compliance shaped ineligibility handling (choice vs rejection).
Outcomes
90% of ineligible users self-selected out early → reduced wasted processing effort.
Consultants saved time chasing missing information → improved KPI performance.
Reduced cost-to-serve through shorter, more efficient applications.
Increased applicant satisfaction → fewer complaints/escalations.
90% of ineligible users self-selected out early → reduced wasted processing effort.
Consultants saved time chasing missing information → improved KPI performance.
Reduced cost-to-serve through shorter, more efficient applications.
Increased applicant satisfaction → fewer complaints/escalations.
90% of ineligible users self-selected out early → reduced wasted processing effort.
Consultants saved time chasing missing information → improved KPI performance.
Reduced cost-to-serve through shorter, more efficient applications.
Increased applicant satisfaction → fewer complaints/escalations.
( 04 )
Testing the Redesign
( deliver )
I ran user testing to find the sticking points.
I ran user testing to find the sticking points.
Then, refined, reshaped, and clarified until it truly worked.
Then, refined, reshaped, and clarified until it truly worked.
Design Activities
Usability Testing
Iterative Design Refinement
Stakeholder Feedback & Approvals
Multi-Channel Audit & Alignment
Usability Testing
Iterative Design Refinement
Stakeholder Feedback & Approvals
Multi-Channel Audit & Alignment
Usability Testing
Iterative Design Refinement
Stakeholder Feedback & Approvals
Multi-Channel Audit & Alignment
Key Insights
Round 1 SUS = 71.25 baseline
Round 2 SUS = 90
Too much support content + instructions hindered usability.
Consolidated content, repeated cues, and sharper instructions improved flow.
Round 1 SUS = 71.25 baseline
Round 2 SUS = 90
Too much support content + instructions hindered usability.
Consolidated content, repeated cues, and sharper instructions improved flow.
Round 1 SUS = 71.25 baseline
Round 2 SUS = 90
Too much support content + instructions hindered usability.
Consolidated content, repeated cues, and sharper instructions improved flow.
Outcomes
Round 2 SUS = 90 → evidence of high usability and accessibility, especially for vulnerable cohorts.
Reduced risk of rejected applications and administrative backlog.
Streamlined applicant journey → faster decision-making and improved public trust.
Consistent content across channels → reduced service calls and reliance on support staff.
Round 2 SUS = 90 → evidence of high usability and accessibility, especially for vulnerable cohorts.
Reduced risk of rejected applications and administrative backlog.
Streamlined applicant journey → faster decision-making and improved public trust.
Consistent content across channels → reduced service calls and reliance on support staff.
Round 2 SUS = 90 → evidence of high usability and accessibility, especially for vulnerable cohorts.
Reduced risk of rejected applications and administrative backlog.
Streamlined applicant journey → faster decision-making and improved public trust.
Consistent content across channels → reduced service calls and reliance on support staff.
( 05 )
Lessons Learned
Lessons Learned
Lessons Learned
Curiosity opens doors.
Curiosity opens doors.
Constraints show us which ones to walk through.
Constraints show us which ones to walk through.
The toughest constraints shaped the clearest outcomes. By leaning into “why,” I uncovered what really mattered. By embracing limitations, I turned them into design opportunities. And by focusing on longevity, I made sure the work supported both people and policy well into the future.
( 06 )
Professional Feedback
Notes From Others
Notes From Others
Saved to the “feel good” folder 📂💕
Saved to the “feel good” folder 📂💕
Little reminders of impact and connection.
Little reminders of impact and connection.
