Portfolio

Client: The Australian Communications and Media Authority (ACMA)
Role: Senior UX Designer / Service Designer

Project Overview

Our team was engaged by the Australian Communications and Media Authority (ACMA) to develop the National Self-Exclusion Register (NSER) in response to a 67% increase in online gambling during the Covid-19 pandemic.

Approach

Discovery Research:

Worked as part of a multidisciplinary Human-Centred Design (HCD) team to conduct initial discovery research with users and support persons. We explored the gambling journey to understand user behaviour, motivations and triggers for self-exclusion.

UI Design and Testing:

Designed and iteratively tested the user interface (UI) with a strong focus on creating a frictionless registration process, ensuring the design was user-friendly and addressed potential barriers to sign-up.

Artefacts Development:

Created and utilised various Human Centre Design (HCD) artefacts including Personas, User Journeys, User Matrices, and user flows to build a comprehensive understanding of customer needs and experiences.

Mentorship and Design Guidance:

Mentored the UX Designer in developing mobile and desktop designs, providing guidance and feedback throughout the design process.

Iterative Testing:

Conducted iterative testing with target users during the alpha phase to refine the registration process and minimise potential barriers to sign-up.

Outcome

Through rigorous research, design iteration, and user testing, we aimed to create a seamless registration experience for the National Self-Exclusion Register, helping users manage their gambling behaviour effectively.