/ Approach
Discover
User Group Discussions were held to gather customer feedback on their experience with current application processes, document the roles and challenges faced by transport hub staff, and understand the workflows of organisations involved in assessing applications, such as healthcare practitioners and educational institutions.
In the Feature Alignment Co-Design Workshops, we identified pain points, prioritised features, and clarified what would make the service more useful across different user groups. This surfaced the need for guided questionnaires, clearer progress visibility, and the ability to save, store, and share concession evidence.
Define
I helped translate research into user experience taskflows that mapped systems, actors, and process dependencies across the concession ecosystem.
These taskflows were used to identify where automation could reduce manual work, where process friction sat, and how similar concession pathways could be grouped. This gave the team a stronger structure for simplifying the service rather than designing 21 disconnected flows.
Design
I used the taskflows and research insights to create responsive interface designs and contribute to a full project design system using assets from the client branding team and the selected development platform.
I designed flows across mobile, tablet, and desktop, and built prototypes for sprint demos and user testing. The design work focused on making the experience clearer, more consistent, and easier to implement within platform constraints.
The purpose of this phase was to test the usability of the designs with relevant users, specifically Victorian Seniors. We aimed to quantify the desirability of the designs by having users score the prototype at the end, enabling us to calculate the System Usability Scale (SUS) scores. Key insights from the testing included participants expressing a desire for contact details to be provided for assistance in case of issues or delays, an expectation for a reference number to track or reference their applications, and a preference to save their details for future reference, either through printing or taking screenshots.
Testing with Victorian Seniors returned a System Usability Scale score of 83.8, rated A, which validated that the core application flow was clear, usable, and well received. This gave the team confidence in the overall design direction, while qualitative feedback highlighted a few targeted improvements around support contact details, reference numbers, and saving application information for future reference.
Deliver
I worked closely with developers while design and build progressed in parallel, aligning designs to implementation reality rather than designing in a vacuum and lobbing screens over the fence.
Prototypes and screen flows were used in sprint demos and testing, while rapid feedback cycles helped evolve the experience during delivery. This included refining submission and approval states based on testing insights so the final direction better supported user reassurance and follow-up.
/ Challenges & Solutions
Challenge:
The service covered 21 concession types across multiple user groups, creating high complexity and constant context switching.
Solution:
I helped map relationships and differences across concession pathways, then grouped similar processes through taskflows and flow design.
Result:
As a result, the service became more structured and scalable, with a clearer foundation for consistent patterns across concession types.
Challenge:
Existing processes were highly manual across verification, documentation, and archiving.
Solution:
I supported field research, workshop synthesis, and taskflow development to identify where automation could reduce manual effort.
Result:
This way, the team could prioritise a more efficient digital workflow with clearer opportunities for automation and reduced operational friction.
Challenge:
Early designs for submission states did not give users enough reassurance after applying.
Solution:
Through testing with Victorian Seniors, I identified the need for contact details, a reference number, and a way to save or print application information, then reflected those needs in the updated designs.
Result:
The post-submission experience became more informative and trustworthy, with better support for tracking and future reference.
/ Conclusion
This project established a stronger digital foundation for travel concession applications as Victoria shifted to an account-based ticketing model.
My contribution helped move the service from fragmented, manual processes towards a more cohesive and scalable experience. By connecting research, taskflows, responsive UI, and testing, I helped shape a platform that clarified eligibility, reduced process complexity, and better supported applicants, assessors, and internal staff.
The work also proved the value of designing across service logic, platform constraints, and delivery cadence at the same time. That is where the real design work lives, not in pretty rectangles doing yoga in Figma.
