Providers and risk

In this project, I co-led a discovery and testing initiative focused on improving the Right Fit for Risk (RFFR) service, which guides employment service providers through DEWR’s risk assessment and compliance process.

Working alongside a fellow service designer, we conducted lo-fi prototype testing and qualitative interviews with providers to uncover pain points and usability challenges. Using an early dashboard screen, we explored how providers navigated the process, where confusion arose, and what kind of support they needed to feel confident and compliant.

The research revealed that providers often struggled to understand their obligations, felt overwhelmed by the language and steps involved, and needed clearer guidance throughout the journey. These insights are now shaping a more intuitive, supportive service experience reducing friction and improving provider engagement with the RFFR process.

Lo/Fi screen used to test with providers for the RFFR process.