Get a digital Veterans Card
Year
2023
Role
Lead UX Designer
Scope
Product discovery, workshop facilitation, user experience design, customer journeys, wireframes, prototyping, user testing
The problem I led the design for on this project, was how can we create a digital benefits card for all Victorian Veterans to thank them for their service and remove any stigma associated?
My aim was to dive into Victorian Veteran experiences, understanding their wants, needs and the pain points they encountered in the context of existing Veteran card offerings.
Below is a brief summary of the approach I took to take on this challenge and deliver a successful digital benefits card, without the stigma. You can also see it live here.
Discovery and stigma for Veterans
I ran several discovery workshops with the team at DFFH and Veterans themselves, understanding the pain points they were experiencing with their current offerings of benefits cards. The biggest insight was about how they would feel when being asked to prove how long they served and what they experienced, which would affect the level of benefits they receive with a DVA card.
It was also clear that the customers for this product would be of all ages, young to much older, which meant the transaction needed to be accessible and simple to complete.
API restrictions
I ran into a challenge with being able to validate whether a person has served or not, when requesting the Veterans card. We were not able to check a persons data against DVA and prove that they did indeed serve.
To overcome this, I introduced an attestation into the transaction to put accountability onto the user, asking them to confirm that they are who they say they are, and entitled to this card. This gives them the impression that we are validating their credentials.
Scope change
I ran into a challenge with being able to validate whether a person has served or not, when requesting the Veterans card. We were not able to check a persons data against DVA and prove that they did indeed serve.
To overcome this, I introduced an attestation into the transaction to put accountability onto the user, asking them to confirm that they are who they say they are, and entitled to this card. This gives users the impression that we are validating their credentials.
Success
To launch the digital Veterans Card - Victoria, I was asked to present my designs at Parliament House to a collection of ministers and Veterans alike. I had to walk through the designs with plain language and speak to a large variety of people about how we put this transaction together.
To date, there have been 18,000 adds of this card to the Service Victoria wallet, which is a great success.
