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︎Product Design   ︎ Creative Direction  ︎ Info

Helping customers prove their vaccination status and safely re-enter businesses and venues


Client: Service NSW
Role: Product design co-lead


Problem

Customers needed to quickly prove their vaccination status so they could seamlessly check-in to venues.

Businesses needed to easily verify customers’ vaccination and check-in status.

Solution

I co-led design to integrate COVID vaccination certificates with check-in, emphasising simplicity and safety.

🚀 Impact


8 weeks  from initial workshop to build
2.5 million
linked vaccine certificates
150M+
check-ins with proof
94%
customer satisfaction

Process

With the state opening back up after COVID lockdowns, we wanted our customers to easily be able to re-enter businesses and venues in a safe way.

We also wanted businesses to easily be able to check customers’ vaccination and check-in status.

We collaborated with the digital credentials team, Services Australia and other states an territories to link the COVID 19 digital certificate with the Service NSW mobile app and integrate it with COVID Safe check in.

  • I participated in collaborative workshops with teams across all states and territories
  • I co-led and participated in multiple rounds of research interviews and usability testing with service staff, customers and businesses
  • I co-led ideation of user flows and design for check-in
  • We completed 5 design iterations, continually improving on the experience based on customer and stakeholder feedback

Insights

We needed to work quickly to ensure that our solution was seamless for customers and businesses, and could be safely and quickly verified from a distance.
For customers:
  • Checking in with the Service NSW app had become a part of everyday life
  • Customers felt it was important to get vaccinated so things could go back to normal
  • Customers were happy to show their vaccination status and didn’t have any major privacy concerns
  • However, some customers weren’t able to be vaccinated for medical reasons
  • Customers were concerned about slowing down check-ins
  • The media coverage on lockdowns and vaccination proof had been confusing for some customers
For businesses:
  • Having staff available to check customers' check-ins was resource intensive especially for small businesses
  • On top of the COVID check-in, venues may also check intoxication, proof of age and identity, or have additional health checks and sign in systems before entering
  • Businesses were looking for an integrated system that made checking people's check-ins and proof of vaccination as quick and streamlined as possible
  • Businesses wanted their staff and customers to feel safe, and to make sure they were compliant with the public health orders so they can open their doors

  

Outcome 

  • Once a customer linked their vaccination certificate to the app, they were able to easily show it when checking in to a venue
  • Designed to be viewable and verified from a distance
  • We introduced a hologram for added security
  • We allowed customers to easily show and hide their vaccination status for privacy, as not all venues required vaccination