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Jul 17, 2023
Service Design, UX/UI, Product Strategy & Management
Department of Finance: PDMS
Jul 17, 2023
Service Design, UX/UI, Product Strategy & Management
Department of Finance: PDMS
Problem Statement
The Australian Government needed a cohesive and modernised platform to manage the creation, approval, and submission of parliamentary documents across departments. The existing PDMS was fragmented, difficult to navigate, and lacked a scalable structure for inter-agency collaboration. With the launch of the Whole-of-Government Parliamentary Workflow Solution (PWS) Program, a more user-centred, interoperable system was essential to meet increasing complexity, policy pressure, and service delivery demands.
The Challenge
The Department of Finance required more than just a technology upgrade — they needed a complete service transformation. The challenge was to:
Establish a clear product and service vision across agency stakeholders
Build capability to deliver at speed, using agile ways of working
Introduce consistent design governance while supporting legislative compliance
Engage a diverse and high-stakes user base, from executive government to departmental teams
Create campaign strategies that supported onboarding, awareness, and behavioural change
Our Approach
Avoca worked as an embedded design and strategy partner within the Department of Finance's PDMS program. We used a co-design approach that balanced policy, technology, and user needs — bridging service design with agile delivery and product development.
Key elements of our approach included:
Establishing cross-functional product squads, supported by clear design ops and delivery rhythms
Running stakeholder discovery sessions across departments to map key user journeys
Designing a future-state service blueprint and governance model
Developing brand and campaign assets to drive awareness and confidence
Using experience design to simplify workflows and elevate usability
What We Delivered
Product Team Resourcing and Operating Models
To-Market Product Strategy
Brand Identity and Design System
UX and UI Product Development
Service Design and Blueprinting
Traditional and Social Campaign Development
Behavioural Research and Persona Development
Experience Design and Prototyping
CX Advisory and Executive Consulting
The Outcome
Through our partnership, PDMS was redefined as a user-friendly, scalable, and accessible platform. By leveraging Service Design (SD), Customer Experience (CX), Product and Brand Strategy, the Department gained:
Increased adoption across key government departments
Enhanced service interoperability and submission accuracy
High campaign engagement from targeted awareness initiatives
Reduced friction and clearer onboarding for new users
A scalable foundation for future WofG service transformation
Looking to lead transformation from the inside out?
Ask us how we can bring your platform to market faster — with measurable impact and a 3x ROI.
Visit finance.gov.au to learn more.
Problem Statement
The Australian Government needed a cohesive and modernised platform to manage the creation, approval, and submission of parliamentary documents across departments. The existing PDMS was fragmented, difficult to navigate, and lacked a scalable structure for inter-agency collaboration. With the launch of the Whole-of-Government Parliamentary Workflow Solution (PWS) Program, a more user-centred, interoperable system was essential to meet increasing complexity, policy pressure, and service delivery demands.
The Challenge
The Department of Finance required more than just a technology upgrade — they needed a complete service transformation. The challenge was to:
Establish a clear product and service vision across agency stakeholders
Build capability to deliver at speed, using agile ways of working
Introduce consistent design governance while supporting legislative compliance
Engage a diverse and high-stakes user base, from executive government to departmental teams
Create campaign strategies that supported onboarding, awareness, and behavioural change
Our Approach
Avoca worked as an embedded design and strategy partner within the Department of Finance's PDMS program. We used a co-design approach that balanced policy, technology, and user needs — bridging service design with agile delivery and product development.
Key elements of our approach included:
Establishing cross-functional product squads, supported by clear design ops and delivery rhythms
Running stakeholder discovery sessions across departments to map key user journeys
Designing a future-state service blueprint and governance model
Developing brand and campaign assets to drive awareness and confidence
Using experience design to simplify workflows and elevate usability
What We Delivered
Product Team Resourcing and Operating Models
To-Market Product Strategy
Brand Identity and Design System
UX and UI Product Development
Service Design and Blueprinting
Traditional and Social Campaign Development
Behavioural Research and Persona Development
Experience Design and Prototyping
CX Advisory and Executive Consulting
The Outcome
Through our partnership, PDMS was redefined as a user-friendly, scalable, and accessible platform. By leveraging Service Design (SD), Customer Experience (CX), Product and Brand Strategy, the Department gained:
Increased adoption across key government departments
Enhanced service interoperability and submission accuracy
High campaign engagement from targeted awareness initiatives
Reduced friction and clearer onboarding for new users
A scalable foundation for future WofG service transformation
Looking to lead transformation from the inside out?
Ask us how we can bring your platform to market faster — with measurable impact and a 3x ROI.
Visit finance.gov.au to learn more.