Digital Service Ecosystem Mapping
Project Info
Services Australia needed a clearer, consolidated understanding of how teams, systems and digital touchpoints operate across Medicare, Centrelink and Child Support. Each service required its own view of the digital landscape, but there was no consistent way of mapping how delivery teams were involved, where responsibilities sat, or how digital systems interacted across services.
Working as part of a small service design team, I supported the creation of separate digital service blueprints for Medicare and Centrelink, drawing on existing government documentation and interviews with internal teams to map delivery responsibilities, system interactions and points of coordination. For Child Support, I designed and established the service blueprint template and approach, enabling the Services Australia team to continue the work independently after the engagement.
Approach
The focus was on clarifying the digital landscape – translating dispersed knowledge into structured artefacts that showed how teams, systems and digital touchpoints connect. This supported alignment across stakeholders, highlighted dependencies and constraints, and created a clear baseline for improving digital service delivery and internal ways of working.
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 work, I’m unable to share specific deliverables or internal documentation. However, I can discuss my approach, role, and the types of insights typically uncovered through service blueprinting and ecosystem mapping. If you’d like to learn more, please get in touch.
