JANDIE LINDSAY
FINES ONLINE
Redesigning how people manage their fines online
Fines issued in NSW are managed by Revenue NSW, a division of NSW Government. The experience for managing fines online had shown to be confusing, disconnected, and inefficient for both customers and staff of Revenue NSW.
PROBLEM
With multiple online platforms available to manage fines (MyPenalty & MyEnforcement), customers found it unclear which portal is the correct access point for the services they needed, resulting in
a time-consuming and frustrating process often resulting in abandonment
increased likelihood of missed payment, and
calls (sometimes several) to the contact centre for assistance.
GOAL
Improve the online functionality available to customers by:
Reducing the volume of fine notices resulting in a call
Increasing the number of digital notifications and email delivery of fines
Increase the finalisation rate of fines
Reduce operating costs within Revenue NSW
Increase customers satisfaction and with Fines online services
MY ROLE
CX Design
UX Design Lead
UI Design in team of 2 designers
TOOLS
Figma
Miro
Jira
THE PROCESS
RESEARCH
During discovery I was involved in this project as a CX designer. I worked with the service designers and the business to create persona’s, customer journey maps and utilised existing CSAT data to define customer pain points and a baseline metric for success.
I have continued research through all project phases including competitor analysis, type form user survey’s following moderating testing to gather quantitative data and ongoing research on best practice and case studies to inform design decisions.
IDEATION
To start the ideation phase I synthesised all research data and created insight reports to help the project team understand our customers pain points and expectations when managing Fines online. The ideation phase moved quickly in to designing possible solutions because of the extensive insights available.
I worked closely with Business Analysis and the SME’s to map out the future state customer journey maps that informed the wireframes being created in Balsamiq. I facilitated workshops with the UI designers and the business to gather feedback and ideate on the wireframes.
PROTOTYPING
My role on the project changed from CX Designer to Service Designer where I was responsible for all aspects of user experience for MyFines. Working closely with the Business Analyst and UI Designer I created user flows to interpret the requirements as customer actions which were used to inform the prototypes being created in Figma.
As well as assisting with designing the prototypes using Figma, I also completed peer reviews and checked for the appropriate use of the design systems and accessibility to ensure the prototypes were ready to be tested with users.
TESTING
Several rounds of user testing were completed before development of the MVP was kicked off. Using the askable platform we recruited users to test prototypes of the MVP, with each round of testing providing insights that allowed us to improve the designs.
Testing included mobile view and desktop view, A/B testing, scenario based testing, feedback survey’s and guerrilla testing. I also prepared and facilitated a round of inclusive testing for users with disabilities.
DELIVERY
Final changes were made to the designs to ensure they met the requirements and all design criteria were done before being marked as development-ready. I created a space on confluence and finalised documentation relating to the design of MyFines to ensure decisions were documented, research and insights were available and any items that were not able to be delivered in the first release were recorded in a backlog.
To finalising the MVP release, I created final user journey maps using Miro to show the end-to-end flow for customers accessing MyFines and the features that were included in this first release.
SUMMARY
MyFines MVP was released to the public in January 2023.Â
Customer sentiment is being used to capture and monitor customer feedback in real time which is currently sitting at 70.5% thumbs up with most feedback relating to context switching to complete tasks, which is expected until we deliver the remaining features within the platform.
Customers are telling us that it is easier to manage all their fines in one place and the new UI feels familiar and easy to use.