The City of Melbourne is providing their community with better, more efficient online services.
The City of Melbourne had received feedback that existing services were inconsistent, hard to use, and confusing. They wanted to understand their customers' needs, design better and more consistent ways to serve them, and have a sustainable way to keep delivering great experiences into the future.
Working closely with the City of Melbourne and City of Melbourne residents, we co-designed a new platform to support the delivery of digital services.
The new platform features a single, unified digital interface that's easy to use for all kinds of residents. Our designers and technologists came together with City of Melbourne staff and residents to map the current experience, define where it needed improvement, and design a better way forward.
The platform features a single, unified interface that's designed to help people get in quickly, find the transaction they need, complete it, and have confidence that they've done all they need to do.
The design principles, methods and 'ways of working' we introduced have since been used to deliver three new successful services; for abandoned vehicles, reporting graffiti and tree maintenance.
A single, mobile-first digital platform that supports the ongoing delivery of council services.