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The City of Melbourne is providing their community with better, more efficient online services.

  • Digital Services
  • Co-design

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.

Approach

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.

Facilitating a co-design session with paper prototypes

Paper prototypes allow the design team to test ideas quickly and cheaply. They are cost-effective, quick to make, and easy for research participants to understand and improve. 

Image of paper prototypes.
CoM Device Hero
CoM Device Second

Interactive mid-fidelity alpha prototypes let us flesh out complete user flows for four core council services. The prototypes served as a final deliverable for City of Melbourne and are polished examples of the ideal implementation of a digital service.

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.

Outcome

A single, mobile-first digital platform that supports the ongoing delivery of council services.