Brisbane City Council - My Services Brisbane

Objective
To address increasing demands for self-service access to information and services via mobile devices and reduce administrative costs, the Brisbane City Council wanted to create a single, intuitive native mobile platform (MyServices Brisbane) that will provide its customers access to Council services through any device, at any time.

Approach
Symplicit followed a mature human-centered design approach, collaborating with Council stakeholders and Brisbane residents to understand the challenges and opportunities for the app.
We undertook a range of activities during the project, including:
Landscape review
Stakeholder interviews
Customer interviews
Lo-fi wireframes
Hi-fi design
Multiple rounds of usability testing
Usability benchmarking
Accessibility review
Design System review

Impact
We helped create design prototype for the MyServices Brisbane app, which were well-received by Brisbane residents based on our initial testing. The prototype were designed to help the Council inform their app strategy, design language, and approach.

The prototype demonstrated a single point of access to a wide range of Council services, including rate paying, reporting potholes, and waste management. It also allows customers to receive personalised notifications about the status of their requests, and to track the progress of their requests and applications.

We believe that the prototype will significantly improve the customer experience, reduce administrative costs, and consolidate data management for the Council. For example, customers will be able to easily access and manage their Council accounts, report issues to the Council, and receive updates on the status of their requests. This will free up Council staff to focus on other tasks, such as improving service delivery.