JANDIE LINDSAY
BUSINESS PARTNER PORTAL
Discovery & Ideation project to envision how business partners could be interacting with Revenue NSW
Fines are issued by hundreds of business partners in NSW and are managed by Revenue NSW a division of NSW Government. The experience for business partners to manage fines they have issued once they have been referred to Revenue NSW to manage required a lot of time and effort with most actions not available online.
PROBLEM
Limited ability to view information & functionality to complete basic tasks creates fragmented workflow and a heavy reliance on Revenue.
One place to view fines information and manage workflow.
GOAL
Explore and validate new features and gain insights on what business partners need to inform a business case to be prepared for approval of funding to develop and deliver the solution.
MY ROLE
Design Lead
UX/UI Designer
TOOLS
Figma
Miro
Jira
THE PROCESS
PLANNING
Collaborate with stakeholders to understand business needs and expected outcomes
Created a design road map to align with project sprints and expected deliverables
Estimations for design resources based on deliverables and timeframes
Project planning with cross functional product team
DISCOVERY
Read existing research on problem
Identify different user needs, pain points.
Identify types of clients
Identify problem statement & HMW statements.
Workshop with Business Partners to identify/ validate needs, pain points and opportunities.
Workshop with Vendors to identify/ validate needs, pain points and opportunities.
Workshop with Revenue Staff to identify/ validate needs, pain points and opportunities.
Capture assumptions and risks in register.
Identify opportunities, reprioritise scope.
Refine problem statement
IDEATION
Internal & External ideation workshops
User flows and Journey maps
Low-Fidelity wireframes of possible solutions to design
Co-design and review ideas with key stakeholders
PROTOTYPING
Mid Fidelity Designs
Clickable Prototypes based on assumptions being tested
Testing plan – determine what are the riskiest assumptions
Outcome
Unfortunately this project was cut short due to a change in priorities for the business.While the project will not be completed right now, it is expected to be in the future. We spent the final week ensuring the work that has been done over the 3 month discovery and ideation phases is well documented for someone to continue when the project is reprioritised.
