Service Design | Cross-Agency Notifications & Customer Success Pilots

I led the design and delivery of key service artefacts across two interconnected government pilots, a Notifications pilot and a Customer Success pilot, focused on improving the customer experience through cross-agency collaboration between two major federal agencies.

Working at the intersection of service design and delivery, I validated the end-to-end customer journey map, co-designed and tested notification flows across both agency platforms, and synthesised research insights drawn from a diverse range of participants including jobseekers, student nurses, frontline staff, and senior stakeholders. Deliverables spanned Figma prototypes, co-design workshops, service blueprints, and detailed research reports surfacing backend pain points and emerging service opportunities.

The pilots delivered a validated notification framework and confirmed the viability of a shared government platform as a scalable, trusted communications channel for program participants. Beyond the artefacts, the work strengthened cross-agency relationships and established a meaningful precedent for evidence-based, human-centred design practice within federal government.

Equally important was the investment in people I actively supported junior designers throughout the engagement, building their capabilities and leaving behind a foundation of insights, artefacts, and working practices to guide future service improvements long after the pilots concluded.

This project demonstrated that cross-agency service design, when grounded in research and built on genuine collaboration, can shift both the experience for users and the culture of delivery teams.