For
Local Government
In
2024
In a collaboration between multiple business areas, a local government needed to figure out how to build on and scale it’s citizen account SSO patterns.
They had been chosen as the identity provider for a new public transport app, and needed to figure out how this new high-volume integration would work.
At it's core this project was about designing SSO for a third-party app. This saw us prototyping the iOS experience and how it translated into web views of the citizen's account.
Concessions was the next problem to solve, making sure Students, Seniors and other eligible customers could easily use the account to prove their identity and access discounted rates.
After the initial iOS app prototyping I became an advisor and a coach to the team, who progressed to designing the concession form flows within the account web views.
These are being built as part of the new public transport app launching late 2024.
learning
Storytelling should revolve around resolutions to problems, not the problems themselves. It is less compelling to make an argument that the current path a team is on has issues. It is more compelling to build a narrative around a better future state that just happens to have those issues resolved. When deadlines loom and foundational decisions are being made either way, provide a feasible path instead of a theoretical consideration.
with
Kate Stone, Product Manager
Lyndal Fleming, Product Designer
Jessica Wong, Research
Anthony McGinness, Policy Design
Laura Ryan, Research & Strategy