UPLIFTING VERIFY NSW

Redesigning how people access public registers and verify licences in NSW.

Public registers are official lists that record publicly available information. Each register contains different information relevant to its purpose. The current process for finding and verifying a licence in a puplic register is confusing and inaccessible.

PROBLEM

The website has several critical issues impacting usability, accessibility, and consistency across NSW Government digital services:

It does not align with the Digital NSW Design System (DDS), resulting in a fragmented user experience.
Heavy use of customised components made it visually and functionally inconsistent with other NSW Government websites.
Numerous accessibility violations in both design and code, failing several WCAG 2.2 AA criteria.
Some interactions were confusing, leading users to submit technical feedback due to unclear or broken flows.

GOAL

Improve the usability and scalability by:

Resolving all accessibility issues to ensure full WCAG 2.2 AA compliance
Redesign the UI for improved usability and task completion
Increasing the number of digital notifications and email delivery of fines
Streamlining onboarding of new public registers
Increase customers satisfaction a

TOOLS

Figma for design and prototyping
Miro for collaborative mapping
Jira & Confluence for agile delivery and documentation

MY ROLE

Senior Product Designer

I led the design strategy and execution, collaborating closely with developers, product managers, and accessibility specialists to ensure the redesign met both user needs and compliance standards.

APPROACH

While the project was initially scoped using the Double Diamond framework, we are also applying Lean UX principles to adapt to constraints in time, budget, and resources. Key methods included Lean UX Canvas, Proto-personas and Service Blueprinting.

THE PROCESS

DISCOVER

User Feedback Review
Synthesised insights from the XM Feedback widget to identify common pain points and user needs.
Analytics Deep Dive
Analyzed Google Analytics data to uncover behavioral trends and sticking points in the user journey.
Accessibility Audit
Conducted a full WCAG 2.2 AA audit to identify compliance gaps and ensure inclusive design standards were met.
Insight Generation
Combined qualitative and quantitative findings to define key problem areas and guide design direction.

DEFINE

Service Blueprinting
Mapped out the end-to-end service experience to identify gaps, dependencies, and opportunities across touchpoints.
Proto-Personas
Created proto-personas to represent key user types, grounding design decisions in user goals and behaviors.
Problem Framing
Developed clear problem statements based on synthesized insights to guide ideation and solution development.

DESIGN

UI Redesign
Reimagined key screens in Figma using the Digital NSW Design System to ensure consistency and accessibility.
Prototyping
Built interactive prototypes to test core user flows and interactions during usability testing.
Accessibility & Development Annotations
Documented accessibility requirements and provided detailed design annotations to support smooth handover to development.
Usability Testing Prep
Initiated planning and coordination for usability testing to gather final user feedback before delivery.

DELIVER (In Progress)

Component Library Creation
Building a reusable design component library to support consistency and scalability.
Project Documentation
Finalising design documentation to ensure clarity and alignment across teams.
Design Handover
Collaborating with Developers and Quality Engineers to ensure smooth implementation.
Accessibility Audit in UAT
Planning a final WCAG 2.2 AA audit during User Acceptance Testing to validate compliance.

SUMMARY

This project is currently in progress. We are preparing for usability testing to validate accessibility fixes and design improvements.