Helping citizens discover and access government savings more easily
My role
Principal Product Designer; helped shape the experience around customer needs and ensured the final solution worked within the broader Service NSW ecosystem.
Scope
Cross-functional initiative improving how citizens discover, understand, and access available rebates, vouchers, and cost-saving support through a simplified digital experience.
Snapshot
Simplified access to government rebates and savings programs
Reduced friction in navigating complex eligibility pathways
Improved discoverability and clarity across multiple services
Designed for accessibility, trust, and broad public usability
Situation
Citizens often struggled to understand:
what support they were eligible for
where to apply
or even what programs existed
Information was spread across multiple services, with inconsistent terminology, fragmented journeys, and varying eligibility rules.
For many users, especially during rising cost-of-living pressure, the process felt overwhelming and difficult to navigate confidently.
Opportunity
The challenge wasn’t simply surfacing more rebates.
It was reducing the cognitive load of government systems and helping people answer one core question quickly:
“What can I actually access right now?”
This required balancing:
simplicity vs policy complexity
user needs vs regulatory constraints
trust, clarity, and accessibility at scale
Approach
I helped shape the experience around clarity, confidence, and progressive guidance.
Simplified complex eligibility pathways into more approachable decision flows
Worked closely with policy and delivery teams to translate technical rules into human language
Designed accessible experiences for a broad and diverse audience
Focused on reducing uncertainty and helping users move forward confidently
A key focus was ensuring the experience felt supportive, not bureaucratic.
Solution
A guided digital experience helping users:
discover relevant rebates and savings opportunities
understand eligibility more clearly
navigate pathways with less friction and confusion
The experience prioritised:
progressive disclosure
plain language
accessible interaction patterns
simplified service navigation across multiple programs