New service for parents
As the Lead Service Designer on Parent Pathways, I was responsible for shaping the end-to-end service experience for parents, providers, and the systems behind the scenes.
This was a complex and high stakes initiative that replaced the former ParentsNext program, introducing a new policy direction, customer focus, and delivery model. New providers were onboarded, and the service was built on the Workforce Australia digital platform, requiring a redesign of journeys from referral through to payments.
Working within a multidisciplinary team, I led the service design across key experience touchpoints including referrals, activities, goal plans, funding, and provider interactions. I collaborated closely with senior and junior UI/UX designers, product and delivery leads, and policy teams to ensure a seamless, inclusive, and policy-aligned customer experience.
Key contributions:
Designed the full service journey, aligning frontstage experiences with backstage operations and systems
Adapted designs to meet evolving policy and technical constraints, while maintaining a human-centred focus
Mentored junior designers, uplifting team capability and confidence
Mapped service blueprints and journey maps to inform delivery and stakeholder alignment
🏆 Recognition: Parent Pathways was officially awarded for excellence in customer experience, highlighting the program’s impact on parents navigating their employment journey.
This work exemplifies my commitment to designing for complexity, collaborating across silos, and creating services that genuinely support people's lives.
Figma files for the Parent Pathways services. Showing the complexities of the service for parents and providers
Parent commitment which is part of their goal plan they complete with a provider
Snapshot of the blueprint at a Level 0 for Parent Pathways
Snapshot of the detailed flow for the ‘funds’ process and experience
