Problem

• Over 168,000 deaths occur in Australia annually.
• A person has up to 25 accounts requiring administrative action after they’ve passed.
• This results in over 40 hours of painful conversations for the person managing the administration, while still in a state of grief.
• For organisations, it means delays in taking appropriate action on accounts, resulting in debt recovery, unwarranted charges, and [even legal action.](https://asic.gov.au/about-asic/news-centre/find-a-media-release/2022-releases/22-097mr-westpac-penalised-113-million-after-multiple-asic-legal-actions/#:~:text=Justice Beach today handed down,to over 11%2C800 deceased customers.)

Goals

• Reduce the number of times a notifier needs to interact with organisations.
• Help organisations improve their information management, preventing charging deceased customer accounts.

My Role

• Responsible for both product and design outcomes across 3 services.
• Managed a team of 4 designers, 2 developers, 1 QA across multiple products (Digital Birth Certificate, Australian Death Notification Service, Change of Name Notification Service).
• Led and executed research and design, whilst establishing a research practice within Births Deaths and Marriages.
• Responsible for delivering on core business and experience outcomes, including the effectiveness of the product, the core design including systems, and growth.

Process