Improving access to self-service options

The problem

VicRoads has millions of Victorian drivers registered to use its portal, myVicRoads.

Thousands of customers were failing to transact online every day due a failure to authenticate themselves.

For customers, it was a frustrating experience. For the business, it meant funding significant customer support functions in the call centre and service centres.

Process review
Stakeholder workshops
Data analytics

Client

VicRoads

Project type

Portal

Visit site

Discovery

I led a two week program of discovery activities that included multiple staff workshops aimed at deepening our understanding of the problem.

In addition to facilitating these sessions, I oversaw the analysis of call and website recordings, Google Analytics data, and meticulously examining on-site feedback to glean invaluable insights for the project.

Uncovering and communicating the findings

Through our investigations, we identified that 92% of user issues could be categorised into three main areas:

attempting to log in to an account that didn’t exist
account activation delays rendering the login invalid, and:
facing password reset hurdles due to the inability to access an old email inbox.

Alongside these findings, additional issues surfaced during our research that promoted customer support enquiries.

I led the development of 41 recommendations to address these challenges that were tested through user interviews. I then collaborated with the Product Owner to articulate our investigative process, narrate the problem landscape, and ultimately secure funding to deliver the solutions.

Outcomes

The majority of the recommendations were implemented. Since the updates, the following benefits have been realised:

Matt Houdyk | UX Designer | Melbourne, Victoria | 0401 260 685