Revenue NSW
Revenue NSW will deliver the highest-profile digital transformation project in NSW in 2022. We were re-designing the online transactional portals that customers use to manage and pay Revenue NSW services such as Land tax, Payroll tax, Property Tax and Fines.
GOALS
There were several customer goals for the project which were derived through customer interviews and field surveys, as well as business goals obtained through stakeholder interviews and metrics. We wanted a single view of the customer by combining multiple websites into one and unifying the experience. We also wanted to make signing in easier and safer, the ability to invite others to manage their accounts, and to make it easier for customers to pay multiple liabilities in one place.
MY ROLE
Design lead.
UI design, UX design, management.
UI
There were no existing patterns, libraries or designs we could leverage when starting the project. We had access to a very basic SNSW GEL designed in Sketch, which I converted to Figma and expanded out the component library. As Design Lead, I designed the sites framework, breakpoints, the look and feel, and interaction patterns. I designed the UI and UX for 3 services Land Tax, Payroll Tax and Property Tax, with a start made on Fines ready to scale up.
Deliverables:
• UI design patterns.
• Complete pages designs.
• SNSW Figma design system with new components.
• Design definition of done.
• Accessibility criteria.
• Figma design status labelling.
• Development ready interactions and guidelines.
UX
By conducting testing every second sprint we were able to empathise with our customers and solve problems in a user-centric way. We conducted 1:1 customer interviews, gathered additional data points through software such as Optimal Workshop, and used Miro to convert data into actions. We also engaged leading accessibility agency Intopia who performed technical accessibility testing on an early dev build against WCAG 2.1 Level A and AA using assistive screen reading technologies, providing best practice guidelines for design and development.
Deliverables:
• Site IA.
• Qualitative research such as 1:1 video interviews with interactive Figma prototypes.
• Quantitative research such as card sorts and treejacks with Optimal Workshop.
• Customer journey maps in Miro.
• Accessibility testing.
MANAGEMENT
Working with stakeholders, SMEs, BAs, delivery leads and engineering, I ensured we were designing the right solution to meet our customers ‘Desirable’ needs while meeting the businesses ‘Viable’ goals, considering any technology constraints ‘Feasible’. I managed a diverse design team of 6, running design jams, reviews, and held monthly 1:1’s with each team member.
Responsibilities:
• Managing 6 Service, UX and UI Designers.
• Voice of the customer in stakeholder meetings.
• Mentoring other UI designers.
• Revenue representative in SNSW GEL leadership team.
• Design planning boards.
