Optimising existing online processes to improve uptake

The problem

VicRoads processes over 230,000 vehicle registration cancellation applications annually.

Previously, only 26% of these applications were submitted and processed online, leaving over 170,000 applications per year needing staff assistance.

  • Process review
  • Policy workshops
  • User testing
Client

VicRoads

Project type

Portal

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Discovery

I spearheaded a comprehensive discovery program to deeply understand the issues through workshops, data analysis, and user interviews. Key findings included:

  • The online form was challenging to navigate, with users encountering multiple failure points.
  • 16% of users who called for support had first attempted to submit an application online.
  • The online process did not fully comply with government policy.
Staff workshop working board

Enhancing the user experience

Over a two-week period, I led an initiative to:

  • Redevelop website content related to registration cancellations
  • Improve the flow and inputs of the application form
  • Enhance form processing automation
  • Seek approval from Policy & Regulation stakeholders
  • Conduct user testing
  • Facilitate handover workshops with engineers

Outcomes

By optimising the content and application form, we increased the number of online applications from 26% to 36%, representing an additional 23,000 online applications per year.

We also documented various future changes that could be made to policies and regulations to further boost the number of digital applications.

More work

Portal

Improving the direct debit payment experience

Portal

Improving access to self-service options

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