Strengthening Partnerships with the ATO
DIGITAL TRANSFORMATION AGENCY

Project: Relationship Authorisation Manager (RAM) Enhancement As the Design Lead at the DTA, I drove a transformative project that refined the authorisation process for individuals and businesses interfacing with government services. Leaning into my expertise in Behavioural Economics and the Jobs-to-be-done framework, I undertook in-depth qualitative and quantitative analyses, yielding pivotal insights.

Harnessing advanced EEG and cognitive load metrics, I elevated our usability testing methods, revealing critical user motivations and needs. My collaborative approach with diverse teams and stakeholders ensured a smooth transition from AUSKey to Australia's Digital Identity and ATO's Relationship Authorisation Manager, setting a new standard in government service authorisation.

RAM, though a novel product by the ATO, faced user experience challenges in its beta phase. Beyond superficial refinements, I recognized the need for a deep-seated UX overhaul to truly resonate with users.

- Product Management and Strategy

- UX Design and Enhancement

- Behavioural Economic Analysis

- Jobs-to-be-done Framework Implementation- EEG and Cognitive Load Usability Testing

I took charge of iterative testing to ensure that our solutions effectively addressed user needs. Our approach allowed for rapid feedback and continuous refinement. Recognising the value of user-centric data, I introduced a novel prototype approach that significantly enhanced user engagement and relatability. Additionally, I pioneered the integration of cognitive load assessments into our usability testing, offering deeper insights into task success rates and pinpointing areas for potential enhancement.

Life Event Journeys
I also took a deep dive into understanding the significant life changes associated with both individuals and businesses having people act on their behalf. I initiated a series of life-event service journeys, encompassing the people involved, the steps taken, and the tools used. This endeavour resulted in clear and easily understandable maps that illustrates the entire journey from start to finish, highlighting the impact on the project teams and key stakeholders. This map now serves as a handy guide, aiming to facilitate these significant life transitions for everyone in the future.

Under my direction, we organised and observed multiple user testing sessions. It became evident that users faced challenges due to ambiguities and inconsistencies, highlighting areas for improvement.

My primary goal was to refine user flows, with a particular emphasis on onboarding. I aimed to ensure users had a seamless experience, understanding their next steps without any hindrance.

Through my leadership in usability testing and a focus on user-centric refinements, we achieved a significant transformation in government service authorization. This initiative resonated with a diverse range of users, from NDIS beneficiaries to the broader Australian business community. The successful transition from AUSKey to Australia's Digital Identity and the ATO's RAM stands as a testament to our commitment to innovation and excellence.

Please see further final designs below: