The Australian Maritime Seafearers Authority Customer Portal
The Australian Maritime and Safety Authority (AMSA) needed a digital portal for seafarers to apply for certificates to replace their outdated, analogue process.
Role
UX Design Lead
Year
2024
Responsibillites
Research and Design
Background
The project was to turn an analogue process into a digital product. This required thorough research. I conducted user research and interviews, created process maps and made detailed low-fidelity designs. This resulted in the final deliverable, 12 key high-fidelity pages to outline the primary processes.
My role required close collaboration with the development team, who would implement the designs using Bootstrap.
AMSA's development team would eventually manage future development, it was essential to ensure that our designs were fully compatible with Bootstrap, minimising the need for custom coding. This required continuous communication with the client and frequent check-ins with the developers to address any potential design limitations within Bootstrap.
The beginning of the application process
Submitting and uploading support documents
Review application and successful submission pages
Outcome
This project marked AMSA’s first step into online customer services. Research into the needs of both applicants and staff informed a functional, user-friendly, and visually engaging website that reflected AMSA’s future digital presence. The new portal allows seafarers to complete applications on-site in ports without access to printers or post offices.
The project’s success led to another contract, with the client praising the quick turnaround, detailed design, and comprehensive development process.