https://www.dta.gov.au/blog/govpass/

Making the process of proving who you are online simple, safe and secure.

• The Individual Identity program of work is divided into 2 parts: Proofing and Verification. My focus was with the Verification component, which covered integrating & transforming services, and connecting them to the federated proofing model which allows users to select an ID proofing partner that they trust.
• A Service Map was documented to explain the user experiences of the key cohorts, to outline the integration points, and to help engage with stakeholders
• I joined the program when the product was in Beta, but there was still many aspects to be explored. As such we ran several Design Sprints to explore ways to support identity fraud, and alternative experiences that maintained the trust model for privacy protection but that reduced the UX friction in service delivery.
• A Mystery shopping activity was undertaken to obtain a Working With Children Check and understand how identity proofing was provided via Service NSW
• Shadowing research was performed in Medicare, Centrelink & MyGov service centres to explore how user needs were being met