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Service NSW, a government agency offering various services, faced challenges after bushfires hindered access to service centers. To address this, Mobile Service Centres were launched, traveling to affected areas regularly. However, awareness of their schedules was lacking.

The website team aimed to improve this, considering both staff and customer needs. Research included surveys and comparative analysis with similar services like BreastScreen NSW and Redcross. The resulting prototype featured clearer icons, improved filters, and dynamic map legends.

Usability testing revealed customer confusion about the icons and a desire for clearer visuals and more prominent information. Consequently, adjustments were made to enhance visibility and usability, such as redesigning icons and placing the legend above the map.

Results showed improvements in filter design, map icons, and the layout of the Mobile Service Centre landing page, addressing customer and staff feedback effectively. Overall, the changes aimed to increase awareness and accessibility of Mobile Service Centers, catering to the needs of both staff and customers.