— Approach

Given the comprehensive discovery phase already undertaken for the website, we adopted a lean UX approach for the app. We began by reviewing existing research and conducting additional landscape analysis. This provided us with enough information to start designing and prototyping with the goal of developing a Minimum Viable Product (MVP) through a series of tests and reviews.

— Understanding the problems

I started by reviewing the existing user research and data, identifying common themes and challenges visitors face at parks. This was complemented by a landscape analysis of similar apps globally. Following this, we conducted a series of internal stakeholder workshops, including one focused on the viability and desirability of features. We then created a MoSCoW matrix to align key business and user features to focus on.

After reviewing reports and defining a product vision with stakeholders, we focused on delivering a mobile app that would help users engage with Parks Victoria safely and enjoyably while at a location. The goal of the North Star metric was to minimise on-site incidents that require the dispatch of park rangers and other support.

— Sketching the solution

Armed with research insights, I collaborated with a content strategist to define the app’s direction. We created initial sketches of the required templates, outlined necessary content, and mapped out user flows. These efforts resulted in a series of paper wireframes, which we initially tested internally.

— Testing prototypes

Based on the feedback received from the paper prototypes, we progressed to creating high-fidelity wireframes. We refined the functionality, content flow, and layouts during this stage, which were later tested with users. By collecting qualitative and quantitative data, we could A/B test solutions and confirm the validity of our assumptions regarding usability and information relevance.

— Design and Implementation

Building on the existing UI design system created for the website, the app’s design emphasised functionality. Clean, grid-based designs allowed users to skim information quickly, ensuring they spent more time enjoying nature and less time on their phones.

The design system was structured using atomic design patterns and built on a multi-library structure to enable future growth and expansion of the application.

— Results and Impact

Post-launch, the Parks Victoria mobile app received positive feedback from users who appreciated its ease of use and the ability to find amenities quickly. The app’s release and uptake of offline mode and park notifications reduced park incidents. Additionally, user satisfaction scores improved, highlighting the app’s success in enhancing the visitor experience and achieving the North Star metric of minimising on-site incidents.