A future vision for better digital regulation
Creating a clear and compelling vision to help a federal regulator modernise digital services and improve how people meet their obligations.
Impact:
Aligned the organisation around a clear direction for digital transformation through to 2030 and beyond
Delivered a future-state vision for digital services that leadership could use to guide investment and planning
Created practical artefacts, including prototypes, a service blueprint and a showreel video, to build momentum and support next steps
Timeframe: 12 weeks
Services provided:
Strategy
Digital strategies
Customer and employee experience strategies
Design
Service design
User experience (UX) design
Concept creation
Service blueprinting
Deliverables:
Future-state vision — gave the organisation a shared direction for how its digital services could evolve through to 2030
Eight future-state concepts — helped leadership explore practical ways to improve user experience and simplify regulatory tasks
Three high-fidelity prototypes — showed how key future interactions could work in practice and supported decision-making
Future-state service blueprint — mapped the end-to-end experience, supporting planning and prioritisation
Showreel video — helped communicate the vision clearly and build buy-in across leadership and staff
Context:
Government agencies across Australia are under growing pressure to make digital services easier, more connected and more responsive to people’s needs.
Our client, a prominent federal regulator, was facing increasing pressure to modernise its digital services. External reviews and feedback had consistently highlighted the need to improve digital capability and make it easier for people to meet their regulatory obligations. Leadership wanted to take a more human-centred approach to this transformation, but needed a clear picture of what a better future could look like.
WAVE was engaged to co-create an ambitious but achievable vision for the regulator’s future digital service experience to guide transformation through to 2030 and beyond.
Approach:
We began by aligning stakeholders across the organisation on priorities, constraints and existing work. This established a shared foundation and ensured the vision was grounded in operational reality.
To anchor the work in real user needs, we analysed existing research, analytics, key transactions and complaints data. We used these insights to define future user scenarios, helping us focus on the most important pain points and opportunities.
We then facilitated envisioning workshops to explore how the service experience could evolve. Using these scenarios and leading service examples, we developed eight future-state concepts that aimed to simplify regulatory processes and improve usability.
Working closely with the client team, we refined these concepts to ensure they were both ambitious and achievable for a 2030 horizon, and considered how they could be delivered incrementally over time.
Finally, we brought the vision to life through prototypes, a future-state service blueprint and a short showreel video. These artefacts made the vision tangible, helping the organisation understand, communicate and act on the future direction.
Outcome:
We gave our client a clear and compelling vision for the future of their digital services, helping the organisation align around a shared direction for change. This created a stronger foundation for decision-making and gave leadership a practical way to connect long-term ambition with future investment and planning.
We also gave the organisation a set of concepts and artefacts that helped translate strategy into action. The prototypes and blueprint added enough detail for the client to move confidently into future design and planning phases, while showing how improvements could be introduced over time.
The showreel video became a particularly effective tool for building internal momentum. It helped leadership and staff see what the future could look like, sparked important conversations about next steps, and strengthened support for the organisation’s digital transformation agenda.
