Service Victoria UX/UI & Digital
Offline/Manual forms
Situation
Despite Service Victoria's efforts to digitise transactions for services like National Disability Insurance Scheme (NDIS), Disability Worker Registration Scheme (DWRS), National police check (NPC) and Working with Children Check (WWCC), a significant portion of Victorians still face challenges completing these processes entirely online.
Recognising these challenges, the initiative to create user-friendly, manual/offline PDF forms that can be filled out electronically or printed and completed by hand, then emailed to customer service officers, directly addresses these pain points.
I was required to providing alternative, accessible methods for completing critical transactions to ensure inclusivity, reduce strain on customer service, and improve the overall efficiency and user-friendliness of Service Victoria's services.
The enhancement of making the PDF forms easier to fill out, including electronic fill options, further optimised this solution by bridging the gap between purely manual processes and the convenience of digital submissions.
Tasks
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To create clear, user-friendly manual PDF forms for NDIS, DWRS, NPC, and WWCC transactions that are accessible to individuals with varying levels of digital literacy and abilities.
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To establish an efficient and standardised process for Customer Service Officers (CSOs) to handle transactions submitted via the manual/offline forms and to ensure they are adequately trained on this new workflow.
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To establish robust procedures for handling sensitive information submitted via manual forms to maintain data integrity, security, and compliance with privacy regulations.
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To continuously monitor the usage and effectiveness of the manual/offline forms, gather feedback from both Victorians and CSOs, and make necessary adjustments and improvements to the forms and processes.
Actions
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Create a simplified design system specifically for the manual/offline forms. This includes defining consistent typography, layout principles, use of visual elements (like logos and icons), and clear labelling conventions.
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Conduct testing sessions with individuals from the community who represent the target audience for the manual forms. Observe them completing the forms, gather their feedback on clarity and ease of use, and use these insights to iteratively refine the design and content of the forms for continuous improvement.
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Implement a clear and easy way for Victorians and Customer Service Officers (CSOs) to provide feedback on the manual forms and the overall process. This could include online feedback forms, dedicated email addresses, or opportunities for CSOs to log common issues.
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Develop a streamlined and efficient process for Customer Service Officers to accurately and securely transfer the information from the completed manual forms (whether electronic or scanned handwritten) into Service Victoria's existing digital databases and workflow systems.
These designs are currently protected – if you’d like access, please contact me directly
Results
The successful implementation of enhanced manual/offline forms for Service Victoria transactions has resulted in greater inclusivity by providing accessible alternatives for Victorians with varying digital literacy and access.
This has lead to a more streamlined process with fewer errors and reduced reliance on customer service for basic form completion, ultimately improving efficiency and satisfaction from Victorians.
The thoughtful design, clear guidance, targeted outreach, and continuous feedback mechanisms will ensure the forms are user-friendly and meet the diverse needs of the community, fostering a more equitable and positive experience when accessing essential government services.
