We helped ASIC redesign their Registry Services website with a focus on usability and scalability.

Highlights

• Designed a clickable prototype of the new experience that was rated 4.8/5 by test users
• Leveraged ASIC's new design system foundations to create consistent and scalable interfaces
• Provided Information Architecture recommendations towards a more intuitive experience built upon user mental models
• Delivered Content Strategy advice aligned to user mindsets and needs
• Co-created a delivery roadmap with internal teams that included a resource model, skills matrix, and new metrics including UX iteration cycles

A site in need of uplift to meet increased user expectations

As part of a website refresh, ASIC wanted to bring the digital experience in line with other government and financial services. The organisation also wanted to increase self-service so that users could confidently achieve tasks without needing to contact the contact centre.

A flexible and collaborative approach to research and testing

We analysed existing research and data, then conducted three rounds of new research with a cross-section of users of the public website and portals. Our team co-designed and tested new concepts that emerged from the research and designed low-fidelity interfaces to inform the future state.

Moving the needle on user confidence with a clickable prototype

Based on findings from testing, we designed a clickable prototype that demonstrated the interface and key user journeys for the website's future state. We validated this with users who rated the final concept a 4.8/5 on a metric of "Confident I can find what I need".

A roadmap towards the future

Working closely with executive advisors, internal subject matter experts and project teams, who assessed the prototype for feasibility and viability, we co-created a delivery roadmap. We also drew from recent experience with peers in the industry to inform a resourcing model, skills assessment, indicative timeline and new metrics. The organisation now has a clear plan for implementation and how to bring teams together to deliver the proposed solution into market.