Case study / Agriculture

Client

The Department of Agriculture, Fisheries and Forestry (DAFF)

Sector

Government, biosecurity, agriculture, horticulture, fishing

Challenge

In 2020, biosecurity checks at Australian airports were bogged down by paper-based processes, causing delays, inconsistencies, and frustration for both officers and travellers. DAFF sought a solution: a user-friendly mobile app to modernise biosecurity, improve efficiency, and empower officers.

Goal

I joined an ambitious project to build this app. It needed to capture real-time data, provide guidance on non-compliance, and offer decision support tools, all within a user-friendly interface.

My role

From concept design to visual identity, I played a key role in shaping the app's user experience. This included research, information architecture, wireframing, and visual design, ensuring the app was intuitive, efficient, and empowering for biosecurity officers.

Impact

The app transformed biosecurity checks, increasing officer efficiency by 20% (checks per hour) and significantly reducing errors. Biosecurity officers reported reduced workload and frustration, while travellers enjoyed faster processing times and a smoother experience. This project showcased the power of user-centric design in achieving both operational efficiency and positive user experiences.

In adherence to my non-disclosure agreement, I have excluded and obscured confidential information in this case study. The contents of this case study are solely my own and may not necessarily represent the opinions of the client.

To lay the groundwork for a user-centric experience, we embarked on a comprehensive research program. This involved:

Co-design sessions:

Involving Product Owners and Subject Matter Experts (SMEs) in collaborative brainstorming and exploration of functionalities, ensuring understanding of user needs and pain points.

"Paper cuts and paper trails: that's our daily battle. Tracking down forms, deciphering scribbles, chasing approvals – biosecurity shouldn't feel like solving a riddle." – Jill, Marshal

"Tech envy at the airport? You bet. Watching airlines and passengers breeze through digital check-ins while we're swamped with forms is like watching the future pass us by. Give us the tools to match the threat, not another clipboard." – Abby, Technical specialist

Review of existing UX assets:

To ensure an efficient and user-centric mobile app, we thoroughly reviewed existing UX assets, including previous officer interfaces and internal usability reports. This deep dive provided valuable insights from prior research and eliminated redundant efforts.
Scrutinising existing UX assets, like paper forms, revealed pain points like manual data entry. This insight directly informed the development of efficient data capture solutions within the app, avoiding common pitfalls associated with paper-based processes.
Furthermore, incorporating internal officer feedback provided invaluable existing knowledge. Understanding their frustrations and needs through this feedback ensured the app directly addressed their concerns, not just theoretical user personas.

Integration of user research findings:

Integrating user research throughout the design process ensured the app catered directly to user needs. For biosecurity officers, pain points like manual data entry and unclear procedures informed features like intuitive scanning and clear workflows. Offline data access further addressed challenges of connectivity at checkpoints. This user-centric approach ensured the app streamlined processes and empowered officers with the information they needed.

A wall covered with journey maps and post-it-notes.

Experience diagramming to understand the user journeys

User research

Understanding Diverse User Needs

To ensure the mobile app truly resonated with biosecurity officers, we employed a multi-pronged approach:

Empathy mapping – unveiling deep user insights:

We delved beyond surface-level functionalities to truly understand their diverse experiences. Through empathy mapping, we captured the distinct needs, thoughts, feelings, and actions of six key user groups (rovers, K9 handlers, marshals, quarantine officers, border investigators, and technical specialists). This comprehensive view allowed us to design targeted functionalities tailored to their unique contexts and challenges.

"I have to constantly be aware of my surroundings and assess potential risks. It's a high-pressure job, but I take pride in keeping Australia's borders safe from harmful pests and diseases." – Alex, Rover

Intuitive UI components:

Prioritising clarity and ease-of-use, we designed efficient interfaces for essential tasks like passport scanning, navigation, and data visualisation. Key features include:
Passport Scanning: Automatic data extraction minimises manual entry and user frustration. Complex instructions were replaced with clear visual cues and on-screen guidance for optimal positioning and alignment. Intuitive feedback with clear explanations and solutions for troubleshooting further reduced error messages and user frustration.
Streamlined Navigation: Clear categories and minimal menu clutter ensure users easily find what they need. Presenting only relevant options based on user context and task at hand minimised information overload. Finally, replacing unclear labels with meaningful and concise labels for buttons and icons ensured users could easily find what they needed.
Clear Data Visualisation: Intuitive visuals and user-friendly controls aid quick comprehension. Lack of interactivity was addressed by allowing users to filter, drill down, and explore data for deeper insights. Finally, unclear legends and labels were replaced with clear labelling of axes, units, and data points, ensuring users could easily understand the information presented.

Optimised workflows:

Recognising diverse scenarios officers encounter, we established efficient workflows for various tasks like baggage checks and non-compliance handling. Each pathway streamlines processes, minimising friction and enabling officers to navigate situations with speed and accuracy.

Aggregated empathy maps representing key users

Design and iteration

Prototyping & refinement

To refine our ideas and ensure the app truly resonated with users, we adopted an iterative design approach.

Rapid prototyping with whiteboards and wireframes:

Through whiteboard discussions and rapid wireframing, we explored design solutions quickly and efficiently. This collaborative environment ensured immediate feedback and allowed us to iterate on ideas with agility.

Polished handoffs for seamless development:

Each sprint culminated in the delivery of high-fidelity designs. These detailed mockups ensured a smooth transition to development, minimising misinterpretations and rework. By focusing on clarity and completeness, we paved the way for a smooth transition from design to reality.

Gathering and incorporating feedback:

Engaging stakeholders and users in usability testing and feedback sessions throughout the design process, leading to continuous refinement and improvement.

High-fidelity interactive prototypes were used for usability testing

To solidify the app's functionality and enhance the user experience, we focused on three key areas. These efforts resulted in several positive outcomes:

Faster access to information:

By implementing clear and efficient information displays and dashboards, biosecurity officers could access critical data 30% faster compared to the previous system. This saved them valuable time on each inspection, allowing them to conduct 15% more checks per hour on average.

Reduced errors and frustrations:

Automatic data entry features and intuitive workflows minimised manual input and error-prone steps. This led to a 20% reduction in data entry errors and significantly improved user satisfaction among officers, as reported in post-implementation surveys.

Streamlined processes and automation:

We streamlined various workflows and automated redundant tasks like data entry wherever possible. This not only saved officers time but also reduced their workload and stress, allowing them to focus on more complex duties and decision-making.

Post review workshop, with team crowded around a series of post-it-notes and print outs on a wall.

Post implementation review workshop

Learnings and Insights from the Australian Border Security Mobile App Case Study:

Witnessing the Power of User-Centric Design:

This project etched the power of user-centred design in my mind. Prioritising user research, empathy mapping, and iterative feedback loops throughout the process allowed us to craft an app that directly addressed the needs and pain points of both biosecurity officers and travellers. The success story serves as a constant reminder of the transformative power of designing with users at the core.

Streamlining Workflows for Efficiency:

Witnessing the 20% increase in checks per hour was a powerful moment, showcasing the tangible impact of streamlined workflows and intuitive UI. This benefit translated to faster processing times for travellers and a more robust biosecurity operation, leaving a lasting impression on the importance of streamlining user journeys.

Automation: Saving Time and Reducing Errors:

Automating redundant tasks like data entry wasn't just a theoretical concept anymore. Seeing how it minimised errors and saved valuable time for officers, allowing them to focus on critical duties, underscored the practical benefits of automation in user-centred design.

Collaboration and Iteration: The Keys to Success:

The project's success was deeply rooted in collaboration with stakeholders, subject matter experts, and users throughout the design process. Gathering and incorporating feedback through rapid prototyping and usability testing became invaluable lessons in the importance of continuous improvement and iterative design.

User Experience Matters for Everyone:

The positive impact on both officers (reduced workload, increased efficiency) and traveller’s (faster processing, smoother experience) highlighted a crucial lesson: considering all user groups when designing solutions leads to positive outcomes for everyone involved.

Conclusion

Transforming Biosecurity Checks with User-Centric Design

This project transformed biosecurity checks at Australian airports by prioritizing user needs through extensive research, empathy mapping, and iterative design. The resulting mobile app empowered biosecurity officers with intuitive UI, streamlined workflows, and automated tasks, leading to a 20% increase in checks per hour and reduced frustration. Importantly, this user-centric approach also benefits travellers with faster processing times and a smoother experience. This case study underscores the transformative power of user-centric design in enhancing efficiency, accuracy, and satisfaction for all stakeholders.

Australian Border Security mobile application design

Problem identification

Understanding the landscape

User research

Understanding Diverse User Needs

Design and iteration

Prototyping & refinement

Evaluation and results

Validation & outcomes

Impact

Learning & insights

Conclusion

Transforming Biosecurity Checks with User-Centric Design