Fire & Rescue NSW
Service Booking System
We empowered a vital community service through digitally transforming their manual booking system and optimising their CX processes.
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Project overview
Summary
Fire & Rescue NSW (FRNSW) manages a wide range of public service requests, from safety inspection visits and fire permits to evacuation drills and hoarding hazard reports. They faced a significant challenge: managing a flood of service requests using outdated, manual processes. Emails, phone calls, and scattered diaries made it nearly impossible to track requests, ensure fair workload distribution, or gather meaningful data.
This project aimed to design a user-centred online booking system, bringing much-needed order and efficiency to this vital community service.
Objectives
The goal was straightforward yet ambitious: create a single, accessible online platform for both the public and FRNSW staff to manage all service requests.
We aimed to:
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develop a user-friendly interface for citizens and businesses to request services and submit risk reports
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create an efficient management system for FRNSW staff to track, assign, and complete requests
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integrate the new system with existing FRNSW workflows and data systems
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allow management to have oversight of the request load and completion across various areas and stations
Team and process
My role in this process included deep dive stakeholder and end-user research, analysing existing workflows, facilitating a 3-day design sprint, specifying edge cases, creating user flows and process diagrams, and designing (and independently testing) the end product.

I worked as a UX designer alongside, a project manager, and a junior UX designer while collaborating on the client side with a product owner, business analyst, tech lead and a range of fire fighters in different ranks.
Research
& co-design
Laying the foundation for informed decision making
Designing a truly user-centred system for Fire & Rescue NSW meant understanding the human landscape: the needs of both the public they serve and the firefighters on the front lines. This phase focused on in-depth research with citizens and internal stakeholders and uncovered the following:
Two sides of the coin
While citizens desired an easy-to-use online system with scheduling flexibility and transparent communication, firefighters expressed concerns about increased workload and the potential for performance monitoring. Bridging this gap between user needs and internal concerns became an important factor in our design process.
Key opportunities
The lack of tracking and oversight, the inability to categorise requests by risk, and the difficulty in delegating tasks equitably all pointed towards the need for a centralised, digital solution. We also saw an opportunity to shift FRNSW towards a more proactive approach to community engagement, emphasising prevention rather than just reaction.
Balancing innovation and tradition
FRNSW faced a dilemma: the desire for digital transformation while maintaining familiar manual workflows. To address this, we mapped out existing service processes, creating detailed process diagrams for each request type. These diagrams became our guiding light, ensuring the new system integrated seamlessly with existing procedures while also paving the way for a more efficient future with the potential to integrate with existing systems when FRNSW were ready to do so.
3-day sprint, big ideas
We kicked off the design phase with a 3-day design sprint, bringing together stakeholders and designers to rapidly prototype a Minimum Viable Product (MVP). The goal was to spark innovation, test key assumptions, and build consensus around a shared vision. The sprint wasn't without its challenges. Internal resistance to change, coupled with the primary decision-maker's absence, created some friction in the ideation process. Open communication and a focus on user needs helped us navigate these difficulties.
FRNSW decided to not move forward with the testing phase of the sprint. Despite the bumps in the road, the sprint generated valuable ideas and helped us solidify the core functionalities of the booking system, particularly around prioritisation, task management, and reporting.
Mapping the complexity
Designing the system required careful consideration of the diverse range of request types and the various parties involved. We mapped out user flows for each request and stage of the request from initial submission to final completion and reporting, taking into account the needs of citizens, firefighters, admin staff, management, and community workers. We also incorporated features to support older community members who preferred phone contact. A key element was the integration of a risk-based prioritisation system, ensuring that urgent requests received immediate attention and resources were allocated effectively.
Example map representing key role players
Example map representing key role players
Example map representing key role players
Example map representing key role players
Adapting to challenges
Easing the transition
Addressing the concerns of the firefighter's union regarding performance tracking was crucial. By incorporating familiar interface elements from the existing systems into our design, we aimed to ease the transition and foster acceptance of the new platform.
Alternative testing solution
To gain direct user feedback, I took the initiative to conduct guerilla testing at my local fire station. This informal testing provided valuable insights into the system's usability and helped me identify areas for refinement.
Outcome
While the system hasn't yet been implemented, the project delivered tangible results: improved user flows, valuable user insights, and a design ready for future integration with legacy systems. These deliverables provide a solid foundation for FRNSW to build upon, paving the way for a more efficient and user-centred future.
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Learnings
This project was a masterclass in navigating the complexities of designing for a large government organisation. Overcoming internal and external challenges, I successfully managed the project from start to finish, gaining valuable experience in stakeholder management, user research, and iterative design.
The design of the data visualisation dashboard, a particularly complex component due to the multiple data points (timelines, priority, areas, stations, and platoons), was a significant learning experience, reinforcing the importance of staying cool, calm and collected, and data visualisation best practices. Below are a few of the screens.
