A service design challenge in every tile
Since our ambitious goal was to seamlessly connect QLD citizens to State Government through one all-access portal, we realised early on that every different interaction would need to travel through it’s own service design process.
A self contained experience where a customer applies for a concession card online, or finds events at the QLD state library was able to be executed in a dashboard ’tile’.
We also identified there were several multi-stage processes where someone might need to have multiple online & offline interactions with government throughout the process, for example learning to drive licence and earning your licence. Each one of these was called a “Micro Journey”, and needed an even deeper dive into both online & offline interactions to support the end goal.
Applying for a Seniors Concession card
A great example of one of these self contained experiences was the application process for a Senior citizen to get a Seniors Concession card. The dashboard tile faciliated the following steps:
Showing citizens who were of the correct age that this benefit might be available.
- Determine eligibility
A few quick questions to gauge eligibility and determine if you should proceed through the application process.
- Track Application
Once the application was submitted, the tile would change to a tracking state which would give you updates on how your application was progressing.