myGovID
Lead experience designer on a rapid prototyping engagement for Australia's government digital identity platform — iterating through three prototype rounds with metro and regional cohorts.
Overview
The Australian government was exploring digital identity as a means to make services more accessible while reducing delivery costs. Tobias was engaged by the Digital Transformation Agency (DTA) to investigate the viability of a web-responsive solution for myGovID — the government’s digital identity provider.
My Role
Lead experience designer, working with Tobias and the Digital Transformation Agency across the GovPass program.
The Challenge
Building on prior user research, design, and technical discovery already completed on the GovPass program, the challenge was to rapidly prototype and validate a web-responsive identity verification experience — one that would work for Australians across metro and regional contexts.
Process
We iterated through three rounds of prototypes in quick succession, learning from each cohort before progressing to the next. The fidelity escalated across rounds — from paper prototyping to HTML prototype — allowing us to surface usability issues early before committing to higher-fidelity build.
To ensure all obstacles and risks were identified early, we collaborated with stakeholders across the DTA, ATO, and DHS. Regular communication rhythms were established — standups, showcases, and weekly project status meetings — to create an open space for feedback and learning.
Process and story mapping was used to model the full identity verification flow, including the complex branching logic for choosing, creating, and reusing a myGovID credential with two-factor authentication.
Outcome
The engagement produced a proof of concept that scored highly in usability testing for both efficiency and effectiveness. Browser-based technologies for the application were also investigated as part of the technical discovery.
Given the complexity of the problem and the distributed nature of stakeholders across multiple government agencies, we produced an explainer video to communicate the product vision and recommendations in a concise, consistent way — to inform decisions around the program roadmap.