Client: Industrial Relations Department, NSW Government
Service: UI/UX + SXD Audit
Project Duration: 2 months
Service: UI/UX + SXD Audit
Project Duration: 2 months
The Industrial Relations Department embarked on a digital transformation and required a comprehensive audit of their user interface (UI), user experience (UX), and service experience design (SXD) across their online platform. My objective was to ensure a seamless and efficient experience for both internal users and external stakeholders interacting with the platform.
Challenges
The platform had undergone several iterations, with functionalities added over time without cohesive design thinking. This led to:
User confusion due to inconsistent navigation and design patterns.
Inefficiencies in completing tasks, impacting both internal users (staff) and external stakeholders (employers, employees).
Accessibility issues that did not comply with government standards for inclusivity.
I was brought in to audit the system, identify the key issues, and propose actionable solutions to align their digital services with modern standards of usability and service design.
My Approach
I conducted a thorough audit of the existing platform, focusing on:
UI/UX Assessment: Evaluating navigation, task flows, and visual design for usability and efficiency.
SXD Review: Analysing the broader service journey for both internal and external users, identifying friction points.
Stakeholder Interviews: Engaging with internal staff and external users to gather insights and understand their pain points.
Key Insights
Through the audit, I uncovered several critical areas for improvement:
Inconsistent User Journeys: Different user personas had to navigate the platform in varying ways to accomplish similar tasks, creating confusion.
Accessibility Gaps: The platform did not meet several accessibility standards, limiting access for individuals with disabilities.
Inefficient Processes: Internal users spent excessive time on routine tasks due to overly complex workflows.
Outcomes
My detailed report provided the department with a clear roadmap for improvement, including:
A new UI/UX framework that streamlined navigation and task completion, reducing confusion and enhancing user satisfaction.
SXD recommendations that improved the overall service experience, ensuring a more cohesive journey for both internal and external users.
Accessibility enhancements that brought the platform up to government standards, making it more inclusive.
This audit assisted with the department’s next phase of digital transformation, allowing them to deliver a more efficient, user-friendly platform for all stakeholders.