Brisbane City Council
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Brisbane City Council (BCC) is one of the largest local governments in Australia, providing a wide range of services to its residents and businesses.
In the past, BCC customers had to access these services through a variety of channels, including phone, email, and in-person visits. This created an inconsistent user experience and was inefficient for BCC, as it required multiple teams to manage disparate data systems.
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To address increasing demands for self-service access to information and services via mobile devices and reduce administrative costs, the Brisbane City Council wanted to create a single, intuitive native mobile platform (MyServices Brisbane) that will provide its customers access to Council services through any device, at any time.
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I followed a mature human-centered design approach, collaborating with Council stakeholders and Brisbane residents to understand the challenges and opportunities for the app.
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Landscape review, Stakeholder interviews, Customer interviews, Lo-fi wireframes, Hi-fi design, Multiple rounds of usability testing, Usability benchmarking, Accessibility review, Design System review.
Landscape Review
A Landscape Review, sometimes known as a Competitor Review, is a review of comparable products and services in the market.
Using a TOWS framework, this type of analysis helps identify strengths and weaknesses in related products or services, and opportunities for differentiation.
Stakeholders Interviews
Customers Interview
Usability Testing
“I think, it’s very user friendly, easy to use, and very convenient. it’s concise, it does not overload information at you.”
Impact
I designed a prototype for the MyServices Brisbane app, which were well-received by Brisbane residents based on my initial testing. The prototype were designed to help the Council inform their app strategy, design language, and approach.
The prototype demonstrated a single point of access to a wide range of Council services, including rate paying, reporting potholes, and waste management. It also allows customers to receive personalised notifications about the status of their requests, and to track the progress of their requests and applications.
I believe that the prototype will significantly improve the customer experience, reduce administrative costs, and consolidate data management for the Council. For example, customers will be able to easily access and manage their Council accounts, report issues to the Council, and receive updates on the status of their requests. This will free up Council staff to focus on other tasks, such as improving service delivery.
• 40+ components audited and updated
• 84% findability score
• Over 90 seconds saved per submission
• Improved UMUX score (usability)
Designed while employed at Symplicit.
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