ServiceConnect
Transforming service delivery across Defence
ABOUT THE PROJECT
Title: ServiceConnect
Client: Department of Defence
Type of work: Strategic Service Design
Date: October 2022
ServiceConnect is a project by the Department of Defence aimed at transforming the user experience and streamlining service delivery inside and outside of the Defence network. The project involved multiple work streams, including understanding the current state of services and experiences related to general onboarding, travel requests, and transfers/transitions across Defence Departments. These insights were used to design a new digital solution delivered inline with the Australian Government Digital Service Standard, specifically the Discovery and Alpha Design stages.
The project was executed through close collaboration with the client, utilising tools such as Figma/Figjam, MS Azure Boards, and GovTeams. The work completed for Defence played a crucial role in conducting the necessary research and design to develop a human-centered solution.
All project activities were conducted under a strict non-disclosure agreement (NDA). The scope and process of the project were outlined as follows:
The research included:
Extensive user research interviews across their customers, different departments, and stakeholders;
Methodical desktop research into existing policies and processes;
Understanding the dependences and impacts of current inflight work.
Creation of maps and blueprints to understand the customer journey and complexity of the organisation:
Ecosystem mapping;
Process mapping;
Customer Journey Mapping;
Service Blueprints.
What we delivered:
All necessary stakeholder engagement and research in the Discovery Stage;
Identification of insights and opportunities;
Prototype design and testing under the Alpha Design Stage;
HCD upskilling workshops for APS personnel to assist in their understanding of HCD frameworks and methodologies;
Creation of a "Centre for Excellence" HCD design resource on GovTeams.
PRODUCT LAUNCH
With our input, ServiceConnect was in launched in April 2023 and is now live. Public Linkedin posts by the organisation are available below for additional background: