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.
Confidentiality
This case study covers the high-level overview only. Detailed artefacts and project specifics aren't shared publicly. Get in touch to discuss.
