nsw.gov.au
Micro Weddings Wishlist Picker
With the challenges presented by COVID, NSW Birth, Deaths and Marriages created a new service offering - small packaged weddings. Without an online booking system, the customer experience was very manual and they needed to find a way to make the booking process more user friendly.
Micro Wedding Wish
List Picker
Task
Whilst initially requesting a shopping cart function for micro and registry wedding services, it discovered that this wouldn’t be logistically as there was no ecommerce integration available. The OneCX program team designed and custom-built a multi-option wish list picker application.
My role
This piece was a collaborative effort between the Department of Customer Service Digital Communications team, and the OneCX program team, consisting of a Business Analyst, UI Designer, Content Designer amd Developers.
I was responsible for customer research and usability testing on existing pages to map out the customer journey and reveal the pain points and opportunities. I then worked through a new customer journey that would reduce manual tasks and improve the quality of communication throughout the process. I worked closely with a UI designer to collaboratively design the process.
Outcome
This revised process meant a customer could walk through a set of options and select their preferences to tailor their wedding day, and once finished, submit a booking request. Post-Covid the mirco-wedding service is no longer available. But many of the patterns that were created are still used in the wedding booking process. In addition, Births, Deaths, and Marriages updated their content policy to be more inclusive of same sex couples and cultural diversity.
"It would be nice to see more couples and diversity. To see some Asian couples would be nice."
-Research participant
“The gallery doesn’t have any images of LGBT weddings. I want to know the celebrants want to marry us, because they support us. Not because it is their job.”
-Research participant
Research insight: inclusion
User testing showed that there was some issues all user feeling welcomed to use the micro weddings service,
Cultural Diversity
Users commented that if language services were available that would convince them to book with BDM. Tech package to allow family overseas to participate would also be a good addition.
Same sex couples
Same sex couplesUsers found the language of the micro wedding pages inclusive but imagery not representing them.
Outcome
As a result of this research NSW Birth Deaths and Marriages agreed to include same sex couples in their image galleries for micro weddings and all services offered. They also made a commitment to explore developing culturally appropriate services.