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Maritime and Safety Authority (AMSA) needed a digital portal for seafarers to apply for certificates to replace their outdated and convoluted, analogue process.
Role
UX Design Lead
Year
2024
Responsibillites
Service Design, Research and UX/UI 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, 20 designed and devloped pages to outline the primary processes.
Design Process
Throughout this project, I adhered to the Double Diamond Design Process, incorporating distinct phases of Discover, Define, Develop, and Deliver to ensure a thorough, user-centred approach to the customer portal.
User Research
To make sense of a complicated system with over 50 application types, I conducted 30+ user interviews to identify pain points in government application processes, helping refine the experience for diverse user groups. I then developed a detailed service blueprint, mapping service delivery workflows and user journeys to guide the design of a new digital portal.
Wireframes
After completing the service blueprint, I sketched initial page structures by hand to explore concepts. I then transitioned to Figma, where I developed low-fidelity wireframes that captured the layout and flow of the product, providing a clearer representation of the proposed design.
Low-fidelity designs of the dashboard page, details pop up and submit information page.
Design System
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 process to apply for a renew a certificate
Choose the application
Submit supporting documents
Upload documents
Review submission
Succesful submission
Introducing a buildable customer portal designed for users
This project marked AMSA’s first step into delivering online customer services. Guided by research into the needs of both applicants and staff.
The new portal enables seafarers to complete applications online without the need for printers or post offices, making the process faster, simpler, and more accessible.
Research & Insight
Produced interview synthesis, user needs analysis, empathy maps, personas, and a service blueprint mapping 50+ application flows.
Core UX Design Artefacts
Designed 20 high-fidelity screens for desktop and mobile, plus a scalable UI kit and style guide.
Developed pages with a roadmap
Created responsive design guidelines, handoff assets, and collaborated with developers to build and QA the first 20 pages.