TRAVEL
TRAVEL
CLIENT
Dept of Education
ROLE
UX Lead
TIMELINE
4 Months
SERVICES
UI/UX, Strategy
The Victorian Government is committed to ensuring equitable access to education through transport assistance programs for families in rural and regional Victoria. Central to this mission is the Student Travel Assistance System, which enables parents and carers to apply and manage school Bus applications.
The legacy Student Travel System contained a set of problems which could not be resolved through basic code updates. Key challenges included recurring system instability during peak enrollment windows, a lack of transparency in tracking student offers and acceptances, and insufficient reporting capabilities for data-driven decision-making. Furthermore, the custom-coded architecture hindered the Department’s ability to implement critical updates or scale the platform to meet evolving service demands.
Following a Strategic Discovery phase aimed at defining a feasible solution, I joined the project during the Detailed Design stage to lead the transition from concept to capability. My approach centered on a human-centered design methodology, conducting extensive user interviews and usability testing to bridge the gap between technical requirements and user needs. By collaborating closely with the leadership team, I ensured the system’s architecture was fine-tuned to align with both departmental strategic objectives and the everyday realities of Victorian families.
Scheduled for a statewide launch in June, the new Student Travel System has already reached critical milestones in resolving the functional and technical deficiencies of its predecessor. The modernised platform delivers a resilient, scalable, and user-centric solution that streamlines government service delivery and enhances the experience for thousands of families across regional Victoria.
