Digital Service Ecosystem Mapping

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.