App to Support All Victorians: Empowering a State During Crisis and Beyond
Through the challenging landscape of the COVID-19 crisis and looking ahead to the future, Torii partnered with Service Victoria to design and deliver an app that would support all Victorians, regardless of the circumstances.
Our Senior Product Designers played a pivotal role in leading design for Product Shaping teams, directly reporting to the Executive Committee. We provided expertise across design strategy, process improvement, and future roadmap planning to ensure Service Victoria’s app would be ready to serve the needs of the community—both in times of crisis and for years to come.
What We Delivered
- Supporting Critical Initiatives During COVID
We helped guide the design of mission-critical features during the pandemic, ensuring that the app was intuitive and effective for all Victorians accessing government services. - Shaping the Future of the App
Torii's designers helped define the long-term roadmap for the app, extending its value beyond COVID and positioning it to support evolving government services. - Defining the App’s Position in the Government Ecosystem
We worked closely with Service Victoria to establish the app’s place within the broader government service ecosystem, ensuring seamless user experiences across different touchpoints.
Standardising Design & Delivery Processes
Our team led the implementation of a consistent design and delivery framework rooted in Agile and Lean principles. We orchestrated a design process that included Discovery and Definition phases, bringing Executive, Product, and Delivery teams on the journey together.
Why It Matters
This collaboration resulted in a more collaborative environment within Service Victoria, unlocking higher quality digital experiences that achieved SUS (System Usability Scale) scores of 80+ for all major features and met Accessibility AA standards.
Together, we built a state-of-the-art platform designed not just for today’s needs, but for the long-term transformation of how Victorians interact with government services.