See how we're improving the QSS Self Service Centre homepage.

With the help of employees across government, we're redesigning the Queensland Shared Services (QSS) Self Service Centre (SSC) homepage.

The SSC is a one-stop shop for QSS customers to submit finance, HR and system support requests, and we're making it easier than ever to complete these transactions.

Our goal

Our goal is to make it easier for you to do business with us by simplifying the way you find forms and submit requests.

Our approach

The Customer experience design team used a human-centred design approach to redesign the SSC. This was conducted in phases.

Inception phase

QSS customers used the Idea-to-Action (i2a) process (government login required) to suggest SSC homepage improvements.

Discovery phase

The Customer Experience Design team conducted research and workshops. The outcomes of this research and workshops were used to identify the knowledge and needs of SSC users.

Review phase

Content designers, web developers and employees experienced in using the SSC completed a survey containing customer research from the discovery phase. This determined which SSC homepage areas needed to be focussed on.

Prototype and testing phase

In collaboration with the QSS Performance Build team, two viable prototypes were developed. Testing of the prototypes will begin from 1 February 2020.

What's next

We'll analyse the findings from user testing to refine the prototypes. The refined prototypes and research findings will be handed to the QSS Performance Build team for development consideration.

More information

To find out more, or provide feedback on this research, email the Customer Experience Design team at