The team at Customer Service NSW has been very busy designing the new Pet Registry system prototype and are in the process of gathering more feedback from our user groups to improve our design. 

Customer Service NSW is planning to run a few testing sessions (60-90mins online video call) sometime around the week starting Monday, 15^th March 2021 and would like to extend an invitation to veterinarians, veterinary nurses and practice managers interested in participating.

Specifically, Customer Service NSW is looking for:

• 5 veterinary staffs from different clinics (vets/vet nurses/practice managers/admin staffs)
• Clinics/staffs are located in the metro or major regional towns
• A reasonably high technology user who is comfortable in using a laptop, using a webcam (for video conferencing calls/Microsoft Teams) and software tools

Proposed sessions schedule:

• Monday 15^th March 2021 – 9:00am or 11:00am or 1:00pm (please ask one participant to pick one timeslot, as only one participant is required on this date for initial check-in, the remaining two timeslots will be reserved for other user groups)
• Monday 22^nd March 2021 – 9:00am or 11:00am – 2 participants
• Wednesday 24^th March 2021 – 9:00am or 11:00am – 2 particpants

Please note Customer Service will probably be planning a few more testing sessions in the near future (probably mid-year) as it goes through multiple design iterations of the Pet Registry system.

If you are not able to participate in this round of testing but are still interested to be a part of the testing group, Customer Service would be happy to record your name and send notification for the next round of sessions.

About the interview process:

As part of the interview, a researcher will ask the participant to test and share their feedback on the new design of the online NSW Pet Registry registration process. There are no right or wrong answers, the design team is excited to hear on how it could improve and make changes to its designs.

Where:

• Sessions will be held via a video call (Microsoft Teams)
• How long for: The session will be either
  • 60mins (1 hour) long – for one person from one clinic
  • 90minutes (1 ½ hour) long – for two people from the same clinic (45mins each)

What to expect:

• This will be a friendly interview session and a researcher will ask the participant to test and share their feedback on the new designs for the online NSW Pet Registry registration process.
• There are no right or wrong answers, we are excited to hear on how we could improve and make changes to our designs/concepts.
• As we are testing an online digital service, participants will be asked to sit in front of their laptop with a camera turned on to capture their interactions with the system.

Privacy and Security:

• In our interview, we will be doing audio recording and taking some photos, which may be used in presentations, reports, and training within the NSW Government.
• We know the privacy of each participant is important. Any and all information you provide in the interview will be anonymised, meaning your name will be removed and turned into a code.

To participate please either forward your details to our group email at Customer Service NSW (DNA@customerservice.nsw.gov.au) or fill out the registration form (https://digitalnsw.typeform.com/to/yhA1KBCX) so your details can be recorded for future sessions.

Once Customer Service has confirmed your interest you will be sent an email with details of the interviews, instructions and the consent form.

Thank you!