Primary Research
Starting with primary customer research, intercepting customers in the Passport Office in sydney and Melbourne, I gained insights into what drives customer pain points and inbound service demand. I also gained insights from other nations' passport teams and other Australian government agencies, and created a set of current-state customer journeys which challenged the internal view of customer satisfaction, while also explaining issues with internal efficiency.
Co-design
Using the evidence and outputs from primary research, I ran a comprehensive series of staff workshops, where the internal aspirations for a modernised passport service could be facilitated and captured. Synthesising the outputs, I delivered a clear and bottom-up view of the organizational ambition and took this to endorsement by the executive group. The co-design was iterative and delivered a vision for an updated passport digital service, using Guiding Principles, Customer Journeys and validated customer and staff experience prototypes.
Solution delivery
The agreed vision and design artefacts, including detailed prototypes, enabled effective collaboration with solution architects to plan a roadmap for delivery. Speaking directly with teh new Cheif Executive, I communicated the benefits model that needed to be used and worked with teh architects in finalising a series of workpackages. As the delivery work started I managed and defined the benefits and worked in the details of how the experience could be delivered in line with the technical constraints while continually testing with customers to ensure behavioural benefits would be realised.
Detailed UX
I worked alongside the developer team (using DevOps) in the details of user stories (PBIs) and refining mocked up designs as technical constraints and opportunities became known. I stepped in with anything they needed help with, including PDF templates and rapid turnaround customer testing when new solutions were needed at short notice which needed customer validation.
Stakeholder engagement
There were a number of issues which required organizational alignment and I engaged deeply with the relevant stakeholders, often requiring conversations about legislation and very technical photo specifications standards. I learned the details as required to have these technical conversations, I supported required legislative change (removal of an exemption from the Electronic Transactions Act), persuaded reticent stakeholders about the true legal position regarding pen-and-paper signatures, and removed misunderstandings regarding the ISO standards on passport photos.
"Jon is a thoughtful and artistic design leader. He manages people well, gets everyone rallied around a vision and gives the right encouragement to get the team there. His positivity keeps the team buoyant and his advice is worthwhile to senior stakeholders and new recruits alike. If you're looking for someone with the full-spectrum of human-centred design skills ... you've found him." - LinkedIn recommendation
