Service Design Blueprint & Ecosystem Mapping
Project Info
The myGov Digital Products team needed a clear, consolidated view of the systems, processes, teams, channels and user interactions that shape the end-to-end myGov experience. No service blueprint or ecosystem map existed, making it difficult for teams to coordinate change or make decisions grounded in a true understanding of the current state.
Working as part of a small two-person team, I carried out detailed analysis and synthesis to establish this foundational view. I created 21 narrative-led customer journey maps that surfaced user behaviours, pain points and operational realities, and contributed to building the first myGov Service Design Blueprint from the ground up. I also designed the presentation materials and co-presented our findings to senior stakeholders to support more aligned, human-centred decision-making across programs.
Approach
The work focused on bringing structure and clarity to a complex ecosystem, translating scattered knowledge across teams into clear artefacts that supported alignment and future service improvements. It also gave teams a shared reference point, helping them better understand how their work connects and where improvements could be made.
Access & Confidentiality
The information above is a snapshot of the project and the work carried out. Further details are available on request.
Due to the nature of this project, I’m unable to share specific details. However, I can discuss my approach, role and key insights. If you’d like to learn more about my experience in this area, please get in touch.
