Shahil Kalebhai - UX Designer

Transparency in Fines

The Transparency in Fines project was initiated by Revenue NSW for the benefit of customers, issuers, and the state of NSW. It focuses on improving the payment of fines process, providing more support and information to customers, and improving customer behavior towards acceptance of fines.

Description

PwC was engaged to lead a human-centered discovery approach across service delivery, solution design (including prototyping), and customer insights and research to deliver a minimum viable product that addresses critical customer pain points in the fines experience.

Scope of work

User Research, Journey Mapping, Service Design, Solution Architecture, Prototyping, User Testing

Tools

Figma, Miro, Azure

Client

Revenue NSW

My Role

As Lead UX Designer, my responsibilities included:
- Conducting user research and stakeholder interviews
- Creating user personas, journey maps, and service blueprints
- Co-facilitating design workshops with customers and business partners
- Designing the future state experience and technical architecture
- Prototyping solutions and validating with user testing
- Collaborating with PwC and Revenue NSW teams on implementation strategy

Problem Statements

The project addressed two critical problem statements to improve the fines experience for NSW citizens.

Statement 1

How can we increase customer access to consistent, timely and better-quality supporting information about fines (including photographs) to increase acceptance that the fine was issued correctly?

Statement 2

How can we utilize alert systems to prompt behavior change and improve customer engagement with the fines process?

User Journey Map

The comprehensive future state journey map visualizes the complete customer experience across all stages of the fines process, from pre-offence education through to enforcement and court proceedings.

Future State Journey Map

View the complete journey map showing customer interactions, pain points, emerging opportunities, technical architecture, and expected benefits across all stages of the fines process.

Journey Stages

Pre-offence through enforcement

Key Actors

Customers, issuers, Revenue NSW

Deliverables

Research, insights, opportunities

About this journey map: The customer journey map explains experience points of different actors and their interactions, expectations, and pain points in the fines acceptance experience. The swimlanes show different stages, action phases, and timelines.

Research & Insights

Through extensive user research, co-creation sessions, and stakeholder interviews, we identified key pain points and opportunities for improvement.

Customer Insights

"I didn't do that intentionally. I hope Revenue listens to my genuine case."

"It also makes me very angry that they just sucking money out of the community without doing anything directly to educate, assist, support."

"And then I wait until the due date or just before the due date and paid the fine... It was just because I didn't want to pay."

"I didn't even know that you can pay it in installments. And then also like what to do in financial difficulty."

Journey Stages & Timeline

Ongoing

Pre-offence

Education & prevention initiatives

< 24 hours

Offence

Offence committed and detected

1-7 days

Fine Notification

Customer receives fine notification

Up to 21-38 days

Review & Understand

Customer reviews fine details

42-56 days

Fine Dispute

Investigation and dispute resolution

35+ days

Enforcement

Enforcement actions if unpaid

Solution & Expected Benefits

The proposed solution includes a Business Partner App for issuers and enhanced Service NSW App integration for customers, delivering significant benefits to all stakeholders.

Customer Benefits

✓Timely notifications reduce memory recall issues
✓Access to better quality supporting information
✓Flexible payment options and reminders
✓Self-service capabilities reduce support needs

Revenue NSW Benefits

✓Payment commitments accelerated to 24 hours
✓Reduced disputes by >10%
✓Significant cost savings through digital channels
✓Reduced call volume by 10-20%

Note on Final Designs

Due to confidentiality agreements and the sensitive nature of government projects, the final UI designs and detailed prototypes for this project are not available for public viewing.

The user journey map and detailed breakdown provided represent the research, discovery, and strategic direction of the project. The actual implementation involved extensive prototyping, user testing, and iterative design work conducted in collaboration with Revenue NSW and PwC.

Our Vision

Imagine a world where customers have positive interactions with Fines and Revenue for fine education and advice, where people find out about their offence in near real-time, and where Revenue listens to customers' stories and makes evidence-based decisions considering their history as a driver.

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