DINE AND DISCOVER PROGRAM

Our Service NSW team received Gold in the Service Design category at the Australia Good Design Awards for our work on the Dine & Discover NSW program. read more

The Dine and Discover initiative helped revitalise local businesses during the pandemic, with more than 23.6 million vouchers redeemed across the state — supporting communities, stimulating the economy, and setting a new benchmark for public service design in Australia.​​ I contributed to the Assisted Channel solution for this program - a key initiative that ensured accessibility and inclusion for all customers. This solution allowed people who couldn’t apply for vouchers online or via the app to visit a Service Centre, where a customer service representative could assist them directly using Unify, the software platform we designed specifically to support staff in meeting customer needs efficiently and empathetically. To ensure the success of this program, each product team worked closely together using service design thinking to deliver a seamless experience - regardless of the touchpoint or combination of channels used.