Department of Transport – Vic

Brief

Run a discovery phase for a business case to create an app to address congestion on Victorian roads.

Problem

Victorians are reluctant to use public transport in the context of COVID-19. Would a journey planner app help to better manage traffic on Victorian roads?

Methodology

01 research
I conducted 25 user interviews in metro and regional centres to understand journey planning behaviours, painpoints and opportunities for innovation. JTBD mapping across a user’s end-to-end journey was also delivered.

02 findings and recommendations
Current solutions in market were satisfactory and meeting top user needs and JTBD. Recommended not to proceed with an expensive app but rather establish strong partnership and data sharing arrangements with companies such as Apple, Google and Waze.

Brief

Conduct a review of digital ecosystem strategies of governments and companies worldwide. Identify best practices. Provide an evidence-based recommendation for the Department of Transport (DOT), Victoria.

Problem

The DOT was unsure whether to focus on internal digital asset creation to build a digital ecosystem.

Methodology

01 research
I mapped the digital ecosystems, down to a feature level and across all digital assets, of six jurisdictions and three companies. I also conducted a landscape review of best practice digital ecosystem strategies, especially in the context of cloud technologies.

02 findings and recommendations
I recommended an API-first approach: identify internal and external solutions that support a customer’s end-to-end journey. Invest in digital assets when there is a clear business case to do so. Support external partners, developers and customers through APIs to create solutions that complement internal assets. Consume external data sources via APIs to improve internal digital assets