Hutt City Council wanted to overhaul its outdated digital complaints system, which required residents to use a generic form and often led to phone calls to check complaint status. The council needed a more streamlined and user-friendly solution to reduce the administrative load and improve the citizen experience.

We proposed a more intuitive platform, with category-specific complaint forms, location tagging via interactive maps, and a complaints portal for status tracking. The rebuild aimed to improve both internal workflow and public engagement.

As the sole visual designer on the project, I collaborated with UX and development teams to:

• Translate UX wireframes into high-fidelity designs

• Define the visual structure and layout logic

• Select and apply iconography and interaction patterns

• Ensure branding consistency and component reusability within the design system

I also supported early discovery by helping capture user insights, contributing to journey maps, and drafting early wireframes.

Working with a council meant navigating input from multiple departments, each with different views on what the forms should include. There were moments when project direction felt scattered, and decision-making became difficult.

I had to adapt to a client learning Agile for the first time, which caused delays and uncertainty. At one point, I raised concerns about the lack of clarity and progress — and the project was temporarily paused to reassess scope and budget.

Though some of my work was set aside in the process, this experience taught me how to lead from within, even when I wasn’t “in charge.” I learned to collaborate with flexibility, keep my designs grounded in feasibility, and let go when the path shifted.