Service Victoria
UX . UI
Problem
As many payment methods and cards are digitalised in our current era, Victorians tend to leave their physical driver license at home causing inconvenience when identification is required.
Solution
With over 90% of Victorians having downloaded and installed the Service Victoria app on their device to display Covid certification, there was a huge opportunity for Service Victoria to implement digital licenses and wallet for Victorians.
Impact
I delivered multiple high profile features and products for state government.
Projects included
Digital wallet
VBA license
Drivers license
Working with children card
Firearms license
Veteran card
Feedback module
I also helped shape UX and UI as well as pitch designs for Veterans card to government.
Delivered for Android, IOS and web responsive apps.
Outside of project work, I ensured all touchpoints across the app met WCAG AA accessibility standards.
Native Feedback Module
With the entire state potentially using the app for their licenses, it was a great opportunity to get feedback and data.
As there's opportunity there's always risk involved where feedback feels like spam to the users. This raised the question, "how can we make it not in your face and annoying?"
I worked with stakeholders to identify when would be the appropriate time to ask for feedback and what types of feedback we wanted to capture.
After discovery I ensured feedback would be captured at appropriate times post license creation and whilst using the app.
Digital wallet & LicenseS
The importance of creating a statewide application meant that every scenario had to be mapped out. Mapping out alternate states for digital wallet entry points, error/success states, technical issues, prompts. Defining all alternate states for each license. It was key to capture the entire wallet journey from login/creation of account to linking your physical license to your digital wallet.
Accessibility
As Victoria’s state government software, catering to millions of diverse Australians, Service Victoria prioritises accessible and inclusive design.
QR codes and licences had to be accessible to all customers using screen readers on all devices.
Accessibility standards had to meet WCAG AA standards.