Digital Trust Development
myID + RAM - Improving access and usability across DTA and ATO’s digital identity platforms
Redesigned authorisation workflows to meet accessibility and compliance requirements., leading to Digital Trust framework and policy development (DAFF) covering AI governance, and verifiable credentials for 10M+ users. Secured executive sign-off across federal agriculture portfolios.
THE CHALLENGE
AUSKey’s replacement exposed serious usability and coordination gaps
Transitioning to myID and RAM promised better security, but early trials revealed onboarding friction and unclear paths. Fragmented ownership between DTA and ATO made it difficult to deliver a seamless experience for business users.
MY APPROACH
Unified cross-agency design with deep usability insight
Led UX for DTA, integrating iterative concept and usability testing, JTBD mapping, and co-design with agencies to redesign business onboarding and authorisation flows.
Future RAM - Interactive Prototype
During proof-of-concept (PoC) development, I introduced EEG-based usability testing to identify and reduce cognitive strain in key flows.
Advanced Usability Results - Cognitive Load Patterns
This approach ensured we addressed not just function, but felt experience — where trust is often won or lost.
THE IMPACT
100% PoC onboarding success and renewed adoption confidence
We delivered a cohesive, accessible identity experience by dissolving inter-agency silos and simplifying tasks. All test users completed onboarding and authorisation successfully. Our EEG-informed methods added new depth to usability insight, informing broader system strategy and shaping future service design standards across government platforms.
Future RAM PoCs - Entry
Future RAM PoCs - Manage authorisations