Strategic service design and life event journey mapping

⁠⁠⁠The Simplified Trade System Implementation Taskforce is seeking to engage an experienced seller to provide specialist strategic service design and life event journey mapping expertise to support the development of:

• A core set of personas that suitably represent the range of experiences that Australian importers and exporters have across the international cross-border trade journey.
• A ‘life event’ journey map on the end-to-end experience of Australian importers and exporters – looking across user experience, ICT systems and regulation across the whole-of-government.
• A set of opportunities for service improvement; and advice on next steps to further validate, iterate, test and expand on the life event journey map, including where further user research may be needed (note: undertaking additional user research is outside the scope of this RFQ).