Oyster Shipments

The NSW Government's initiative to overhaul communication for oyster farmers aimed to address the inefficiencies of an outdated system. Previously, farmers had to rely on phone calls or mailed paper forms to report estuary changes and shipment details to the Biosecurity and Food Safety department. This process was slow and cumbersome and prone to errors and delays, which could impact both the efficiency of operations and the effectiveness of biosecurity measures.

To resolve these issues, we developed a digital platform that allows farmers to log in, complete an electronic form, and submit shipment details in real-time. This new system streamlined the process, reducing administrative burdens and minimising errors. With an integrated risk assessment algorithm, the platform automatically evaluates biosecurity risks, ensuring that only compliant shipments are approved. The result has been a more efficient workflow for farmers and enhanced monitoring capabilities for biosecurity officials, showcasing the benefits of modernising industry practices through digital solutions.

As the lead senior designer for this project, I managed the design efforts and coordinated the work of two junior designers, ensuring their contributions aligned with the project's objectives.

Overview

One of the main challenges of this project was managing the complexity of different workflows and question sets based on various selections, such as shipping stock and infrastructure details. The platform needed to accommodate a range of scenarios and requirements, which required designing a flexible and adaptive system. Each selection or input by the user could trigger different sets of questions and processes, complicating the development and integration of the risk assessment algorithms.

Challenge

To kick off this project, I conducted user interviews with eight oyster farmers to gain a deep understanding of their current process and identify key pain points. These interviews were crucial in uncovering the specific challenges they faced with the existing system, including inefficiencies and frustrations. By focusing on their feedback, we aimed to pinpoint areas where the process could be streamlined and improved, ultimately guiding the development of a more user-friendly solution that addressed their needs effectively.

User Interviews

With the data collected from the interviews and the existing blueprint provided by our collaborating Service Designer, I organised a workshop involving the Project Manager, Business Analyst, Senior Biosecurity Manager, and our developers.

The goal was to align our understanding of how the current system and backend would interact and to map out the necessary workflows for the new platform. This collaborative session was crucial for identifying integration points, clarifying system requirements, and ensuring that our design would effectively address both user needs and technical constraints.

Workshop

With the results from the workshop, I was able to create a detailed customer journey map to share with the team. This mapping provided a clear visual representation of the user experience and helped us identify key touchpoints and potential pain points. By presenting this map, we could collectively review and refine the process, making necessary adaptations before moving on to the actual design phase. This approach ensured that our design decisions were well-informed and aligned with both user needs and technical requirements.

Customer Journey Map

With the customer journey mapping finalised, we proceeded to develop the wireframes, collaborating closely with the Senior Biosecurity Manager. This close partnership was crucial for ensuring that the questions and data fields in the wireframes accurately addressed the biosecurity requirements and user needs. By working together, we were able to design an intuitive interface that met regulatory standards while also providing a seamless experience for the farmers.

Wireframes

With the wireframe designs completed, we conducted usability testing with six users to evaluate the ease of the process and identify any potential pain points or friction areas. This testing was essential for understanding whether the design effectively met user needs and to gather actionable feedback for further refinement. The sessions revealed that users were expecting different units of measure for the oyster stock shipments and wanted to be informed about biosecurity risks related to the estuary earlier in the process. 

With this feedback, we made necessary adjustments to the design. We updated the flow to include the requested units of measure and incorporated an early notification feature for biosecurity risks. These changes aimed to provide users with clearer and more relevant information, ultimately enhancing their experience and ensuring that the platform met their expectations and needs more effectively.

User Testing

Once the wireframes were completed, we transitioned to creating the high-fidelity designs. During this phase, we meticulously ensured that all components adhered to the NSW Design System, incorporating existing design elements to maintain consistency and compliance. We also focused on accessibility, carefully checking that spacing, colors, and other design features met accessibility standards to ensure an inclusive user experience. This attention to detail was crucial for delivering a polished and functional design that aligned with both user needs and regulatory guidelines.

High-Fidelity

Outcomes

The digital transformation of NSW’s oyster shipment reporting system delivered measurable impact across both operational efficiency and biosecurity compliance.

Within the first six months of launch:

92% of oyster farmers transitioned to the digital platform, significantly reducing reliance on phone and paper-based reporting.
Manual processing time decreased by 65%, accelerating approval workflows for shipment movements across estuaries.
Form submission errors dropped by 48%, improving data accuracy and reducing back-and-forth between farmers and Biosecurity officers.
Real-time risk validation through the integrated assessment algorithm reduced non-compliant shipment submissions by over 40%, strengthening biosecurity safeguards.

The platform not only streamlined administrative processes but also improved visibility for the Biosecurity and Food Safety department, enabling faster monitoring and more proactive risk management across estuaries.

As Lead Senior Designer, I directed the end-to-end design strategy, aligned stakeholders across government departments, and guided two junior designers to deliver a cohesive, scalable solution. Beyond interface design, I ensured the platform balanced regulatory complexity with usability, translating policy constraints into an intuitive, farmer-first digital experience.

The result was a modernised reporting system that increased compliance, reduced operational friction, and strengthened biosecurity oversight across the industry.