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Abby Kelly
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Australia Post

Understanding the landscape of identification in Australia

Identification in Australia is challenging due to factors like cultural diversity, historical injustices, and lack of access to documentation. On behalf of Australia Post, Isobar conducted user interviews to validate the challenges of proof of identity.

Objectives

  • Explored identity gaps within Australian demographics
  • Gather insights
  • Identifying pain points
  • Validate market demand for a new ID Proof solution

Client

  • Isobar Australia

Team

  • Senior Designer (me)
  • Researcher

Duration

  • 3 weeks

My Responsibilities

  • Supporting the researcher with user interviews
  • Liaising with the Isobar team and providing updates
  • Taking interview notes
  • Creating visuals to assist with user interviews
  • Journey mapping based on the interview results, included in the final research presentation to the Australia Post team.

Client

Isobar Australia

Team

Researcher
UI/UX Designer (me)

Duration

3 weeks

My Role

  • Supporting the researcher with user interviews
  • Liaising with the Isobar team and providing updates
  • Taking interview notes
  • Creating visuals to assist with user interviews
  • Journey mapping based on the interview results, included in the final research presentation to the Australia Post team.

Client

  • Isobar Australia

Team

  • Researcher
  • UI/UX Designer (me)

Duration

  • 3 weeks

My Responsibilities

  • Supporting the researcher with user interviews
  • Liaising with the Isobar team and providing updates
  • Taking interview notes
  • Creating visuals to assist with user interviews
  • Journey mapping based on the interview results, included in the final research presentation to the Australia Post team

User Interviews

Conducted in Melbourne and Darwin, over 2 weeks
Face to face user interviews included:
  • Social Workers
  • Centrelink Staff
  • Nurses
  • Remote Community Leaders
  • Prison Guards
  • Security at venues
  • Non-driver license or passport

Key findings

Presentation to Australia Post Team with insights

No License/Passport 

Lack of IDs obstructs access to services like banking and employment, particularly for those unable to obtain them due to financial constraints.

Vulnerable Groups

Lack of proper identification excludes them from essential services.

Homelessness

Individuals experiencing homelessness often lack fixed addresses and official documentation, complicating identity verification.

Remote Communities

Residents in remote areas face difficulties proving identity due to limited access to government services and infrastructure.

Person who is incarcerated

Incarceration can result in losing personal documents, complicating reintegration into society and access to services post-release.

Technological Divide

Limited access to technology hinders online processes for segments like the elderly, low-income individuals, and those with digital literacy challenges.

Remote Communities

Residents in remote areas face difficulties proving identity due to limited access to government services and infrastructure.

Visualising the user journey

The final findings included journey maps depicting the complex journeys across customer touchpoints.

Summary

This project was completely different from what I'm used to. Participating in research interviews and exploring a different demographic was fascinating. It highlighted the need for inclusion in Australia.

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© 2024 Abby Kelly
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