Firearms Safety

I pitched for, planned and led nationwide research across New Zealand – including in-person and online sessions with licence holders, dealers and internal staff. I synthesised findings into clear discovery artefacts and presented insights to internal teams, senior leaders, ministers and licence holder community forums – ensuring research reached the people with the power to act on it.

Key insights shaped the programme's direction: dealers already had their own custom software systems and needed the registry to integrate with familiar workflows rather than replace them; security and privacy were non-negotiable concerns across all audiences; and trust in the new system needed to be built carefully, particularly with a community that had experienced significant regulatory change in a short period of time.

The legislation and regulations are complex and hard for licence holders to understand. I used service blueprinting to make the complex simple – turning legislative obligations into a clear future state experience across multiple service touch-points including digital tools, call centres and physical guidance.

This work identified opportunities that informed leadership decisions, internal process improvements and design priorities for technology enhancements.

I led UX/UI design of foundation designs for a new internal and external facing technology system – a complex product with multiple user types, permission levels and transaction types.

I created low and mid-fidelity prototypes that were tested iteratively with users, and established a design system for the low-code software that improved delivery speed and product consistency across the programme.