The Queensland RTA (Residential Tenancies Authority) are a quasi-government department that manages all of Queensland's rental bonds.
As well as handling $2.5M of bond lodgements every day, the RTA maintains all the records for those bonds, the refunds (when they are due), and the disputes if something goes wrong.
My role was sole UI/UX Designer in an agile team that included a business analyst, a copywriter, one frontend dev, two backend devs, four more "associated" backend devs, and four testers.
The biggest pain point with the existing bond system was that all transactions were paper based. All lodgements, refunds, disutes, name/address changes, bond amount adjustments etc. had to be accompanied by a printed form that had to be posted in, or manually submitted in-person at the RTA offices.
Besides the obvious slowness of this method, there was the high cost of record maintenance. The details on every form were manually entered into the database and then the document was scanned for archiving.
The final product (a web app), consisted of over 100 screens of advanced functionality that completely negated the need for paper forms, and streamlined the whole lodgement/refund and dispute processes.
Check in again later for the rest of the story. ;)
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