How might we enhance support services for survivors of Family & Domestic Violence?
Client
Services Australia
Role
Senior Service Designer
Services
Research & Insights
Service Design
Responsibility
Manage and executor of market research, mapping current state experiences to find opportunities for improvements.
Background
amily and domestic violence (FDV) is a pervasive issue affecting individuals and families across Australia. Services Australia plays a critical role in supporting survivors by providing access to financial assistance, social services, and crisis intervention. However, systemic challenges—such as fragmented service pathways, accessibility barriers, and system misuse by perpetrators—have made it difficult for survivors to navigate support structures effectively.
Despite the agency’s commitment to a customer-centric approach, survivors often faced bureaucratic roadblocks, delays in service access, and a lack of tailored support. Many frontline service officers lacked the tools and training necessary to identify, assess, and respond to FDV cases sensitively and effectively. In some instances, perpetrators exploited service loopholes to track or financially control survivors, further exacerbating their vulnerability.
In my role at Services Australia, one of the significant constraints was the inability to conduct direct research with victims of family and domestic violence. This required a creative approach to gather meaningful insights from existing data sources and secondary research.
Call Centre Interactions
- Call Centre Interactions: We delved into call recordings and transcripts from the call centre, analyzing interactions related to FDV cases to identify patterns, concerns, and common issues faced by survivors.
- Correspondence Analysis: We reviewed and synthesized emails and other correspondence, both incoming and outgoing, to gain insights into the challenges and needs expressed by survivors and service providers.
Secondary Research
- Desktop Research: We conducted extensive desktop research to understand the broader public debate surrounding FDV services, identifying unmet needs and areas where support could be enhanced.
- Engagement with Subject Matter Experts: We collaborated with experts who had direct experience with FDV cases to better understand the intricacies of the issues and the challenges in providing support.
SME Engagement
- Data Integration: My role involved synthesizing this diverse data, integrating legacy data with insights from secondary research to develop comprehensive recommendations.
- Insight Generation: By analyzing call interactions, correspondence, and public discourse, we identified key themes and gaps in service delivery, which informed our strategic approach.
Key Insights
Fragmented Service Delivery
Survivors had to navigate multiple touchpoints, often repeating their traumatic experiences to different government agencies.
Limited Awareness & Training
Service officers lacked a clear framework to identify and respond to FDV cases, leading to inconsistent support.
System Exploitation by Perpetrators
Abusers misused government systems to track, control, or financially manipulate survivors, exploiting existing service gaps.
Cultural & Accessibility Barriers
Many survivors, particularly those from Indigenous, immigrant, and LGBTQ+ communities, faced unique challenges that were not adequately addressed by a one-size-fits-all service model.
My Approach for Designing a Safer, More Accessible FDV Support System
Ideation
I facilitated a specialised FDV Ideation Session to understand better how service officers can respond with more knowledge and skills to handle cases effectively and sensitively.
Mapping the Survivor Journey
A comprehensive FDV Customer Journey Map was developed to visualize survivor interactions with Services Australia, pinpointing gaps in accessibility, service delivery, and safety.
Rapid Review Framework
Assisted in developing a Rapid Review Framework for Safety by Design to address issues and how to assess and improve FDV-related service interactions.
⸺ Qualitative Research
Leverage agile frameworks to provide a robust synopsis for high level overviews. Iterative approaches to corporate strategy.
⸺ Sketch Visualization
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⸺ Engineering Strategy
Leverage agile frameworks to provide a robust synopsis for high level overviews. Iterative approaches to corporate strategy.
⸺ Rapid Prototyping
Organically grow the holistic world view of disruptive innovation via workplace diversity and empowerment everyday routines.
⸺ CMF Specification
Leverage agile frameworks to provide a robust synopsis for high level overviews. Iterative approaches to corporate strategy.
⸺ Product Packaging
Organically grow the holistic world view of disruptive innovation via workplace diversity and empowerment everyday routines.
Conclusion: A Model for Trauma-Informed Public Services
This initiative was not just about process improvements—it was about protecting lives. By ensuring that survivors of domestic violence can safely and efficiently access the services they need, Services Australia has reinforced its commitment to a safer, more inclusive public service experience.
Why This Matters
By taking a survivor-first approach, Services Australia transformed its FDV support system into one that prioritizes safety, accessibility, and efficiency. This initiative not only improved survivor outcomes but also set a new standard for trauma-informed service design in government agencies.
