Service Victoria
A digital platform to provide services to all Victorians from the Victorian Government.
The enhancement of Identity verification (IDV)
Overview
Designing an intuitive online Identity Verification (IDV) experience by improving existing workflows and adding new features, boosting completion rates and enabling access to government services like NDIS checks, WorkSafe licences, digital driver’s licences, and Working with Children Checks.
Role
UX / Service Designer
Scope
Figma, Miro, Pen and paper
Outcome
Improved online ID verification success rate (from 69% → 75.4% over 2.5 years).
Increased monthly completions (55,679 in Jan 2023 → 83,996 in Jul 2025).
Income Assessment Module (IAM)
Overview
A person’s income is the most common eligibility check that Victorian government needs to do to provide different services for Victorians community.
The goal of this product is to design and develop a plug-in and play capability for programs that need to verify an individual’s income which can be integrated in different digital services and transactions for different Victorian Government agencies.
Role
UX / Service Designer
Scope
Figma, Miro, Pen and paper
Digital ID verification as a service
Overview
A Digital Identity is a secure and easy way to prove who you are online. Victorians need to complete Identity Verification (IDV) to submit applications for different grants and services provided by VIC government.
Identity Verification (IDV) is a complex part of a the whole application process as it requires customers to have certain documents, liveness check etc. and a mobile device available.
Through this service, customers can get and save digital ID and reuse IDs whenever asked for ID verification.
Role
UX / Service Designer
Scope
Figma, Miro, Pen and paper