Interaction - Bachelor

EzGov

EzGov is a simplified and unified reporting platform designed to increase confidence among Australians aged 70+ when completing essential digital government tasks. EzGov aims to challenge Government systems to ensure older Australians stay connected.

Prototype link: https://ezgov.netlify.app

Lachlan Bell

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The problem

Every day, the world moves further away from physical touchpoints and toward digitally dominated services, and Government services are no different. The pandemic proved that digital Government ser vices are the primary touchpoint for completing essential Government tasks. For younger Australians, digital services are straightforward to use, but for Australians aged 70+, who rely on them most, digital Government services are a nightmare; site migration, unclear instructions, and overly complex UI increase stress, anxiety and cognitive load whilst reducing already depleted confidence levels.

How can we ensure Australians aged 70+ can access essential digital Government services with confidence, whilst reducing stress, anxiety, and cognitive load?

EzGov combines 5 of the Australian Government’s most used services into one platform, giving users a comprehensive view of their Government accounts. A simplified UI, reduced information, and increased accessibility through text size, spacing, and TTS aids users in completing essential digital tasks.

ezgov follows 4 key design principles

1. Human-to-human fallback – providing tailored support at every turn.

2. Agency – help, but don’t baby the user; give them the confidence to make decisions.

3. No migration – bring the context to the user; don’t make them search for it.

4. Increased trust – bring the user a tool that they can trust.

Semi-automated reporting

4-step reporting with pre-filled context aids users in completing their reporting without stripping away their agency. This means users take control of their tasks, increasing their digital confidence. ‘Read it to me’ also makes information easier, allowing users with poor eyesight to listen to what they need to do rather than guess what a robotic AI voice is telling them.

Edit Reporting

Mistakes cause anxiety and stress. EzGov challenges traditional Government systems by allowing users to review reports up to 24 hours after submission. Meaning mistakes can be easily fixed and important reports can be rectified.

Book a callback

Getting in touch with a professional can take hours. Long queues, constant elevator music, and the stress of missing the call when they finally pick up. EzGov adds a callback feature so that users know exactly how long the wait is, and if it’s too long, they can book a callback at a time that suits them. The system should work around the user, not the other way around.

Payment Confirmation

No more letters or emails. Users can see exactly what they are getting paid and why, as soon as they report. Current Government systems make the user search for context; EzGov brings it to them.

prototype link: https://ezgov.netlify.app

Lachlan Bell

“Indifference towards people and the reality in which they live is actually the one and only cardinal sin in design.” - Dieter Rams Lachlan is an emerging Interaction designer with a keen interest in accessibility and digital innovation, particularly in areas where technology, products, and digital platforms can better serve people and the ways in which they live. Through his experiences, Lachlan has acquired an extensive design skill set, which has allowed him to create designs that are conscious and thought-provoking.

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