Service Design | Provider Risk & Compliance Experience

I co-led a discovery and usability testing initiative focused on improving a risk assessment and compliance service used by employment service providers a high-stakes process requiring providers to demonstrate their organisational suitability and ongoing compliance with program requirements.

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

The research revealed consistent themes: providers frequently struggled to understand their obligations, felt overwhelmed by technical language and multi-step processes, and lacked clear guidance at critical decision points in the journey. These insights are now informing a more intuitive, supportive service experience one that reduces friction, builds provider confidence, and improves engagement with the compliance process overall.

This project highlighted how compliance-focused services, often designed from a regulatory lens, can significantly benefit from human-centred research shifting the experience from burdensome to navigable.

From burdensome to navigable