Challenge

When a person change their primary place of residence, they have to manually update their new address details with multiple government agencies where they currently using a product or a service (e.g. driver licence, RSA/RCG, boat licence, etc). This process is cumbersome and time consuming as same information needs to be repeated for each government agency and sometime result in fragmented & out of date digital records.

How might we make updating address details across multiple government agencies seamless and efficient when a person changes their primary residence?

 Solution

Enable customers to update new address details in their SNSW profile and provide consent to share it with other (selected) government agencies securely. As of June 30, 2022, there were 8.7 million SNSW accounts, including 4.8 million active app users with one or more services linked to their profile (e.g., driver’s license, vehicle registration, etc).

 Team

Agile team consisted of a product manager, project manager, two product designers (including myself) and engineers. We had two week recurring sprints with daily standups, backlog refinement, sprint planning and a retro.

Discover

Existing address update process

I started to identify exisiting entry points to update address in SNSW website and other NSW government agency websites (e.g. TfNSW, Maritime NSW, RSA/RCG) and captured the screen flow for each agency address update process.

Then I researched how other platforms (e.g. myGov, financial institutions, utility providers, etc) handle address update through their online portals.

Past research

I looked into the past research conducted for MyService NSW customer profile. Some interesting insights from that research are:

• Customers trust the government and assume it already keeps centralised information about them and are happy to provide more information to help speed up digital processes.

• Most customers deem consent unnecessary for their data to be shared within government agencies, however it is essential for sharing with external organisations, with good reason.​

• Most customers cite Service NSW as the trusted custodians of their data.

• Most customers cite ‘digital profile’ as a centralised place where information about them would be safely kept.​

• Most customers would choose to save all data back to their ‘digital profile’, believing it should make transacting in future more efficient.

Many people mistakenly believe that updating their details in their SNSW profile automatically updates them across all NSW government services. However, SNSW does not have consent to share these updates with other government services. To know which services need updating, customers must have previously linked them to their SNSW account. Any future changes to this process would require explicit customer consent to share their information, as well as agreement to link any currently unlinked services to their SNSW account.

Design

With insights from discovery, I started to sketch ideas on enhancing the customer profile in MyService NSW account to capture and share updated address details with other government servies services with customer's consent.

Test

It was time to test the new address update flow with users. I defined the testing objectives and goals, developed a test plan, and conducted one-on-one sessions with fifteen participants.

Afterward, with the support of a fellow UX designer, I synthesised the feedback from the testing sessions.

Report

I compiled a report and presented the insights gathered from user testing to stakeholders and the product team.

Develop and deliver

After the final design iteration, the designs were handed over to the engineering team. QA and accessibility testing was conducted on the production build.

NSW residents can now seamlessly and securely update their change of address details across multiple government services in one go. The service is now available via MyServiceNSW account.