Paper Giant

28/05/2026

Digital transformation is often treated as a technology problem. But in our work with the Digital Transformation Agency, a different picture emerged, one where progress is shaped by leadership, culture, and the relationships between people across the public sector.

Through research spanning multiple government agencies, we uncovered what really enables (and blocks) digital capability. From how teams collaborate to how priorities are set, these insights revealed why transformation efforts stall and what it takes to move them forward in complex systems like the Australian Public Service.

The result? A clearer path to building the skills, structures, and leadership needed to deliver better public services at scale.

Read the full case study to explore what it really takes to make digital transformation stick.

https://papergiant.net/work/understanding-digital-capability-in-gov

We partnered with the Digital Transformation Agency (DTA) to find out what helps — and what gets in the way of — digital capability across the Australian...

26/05/2026

Government services are often designed around departments. But people don’t experience life that way. Major moments like the death of a loved one cut across systems, requiring individuals to navigate multiple services at once, often while under significant emotional and cognitive strain.

Through ‘life events’ research, we worked with the Digital Transformation Agency to better understand these experiences from a human perspective. By listening to people navigating loss and the services supporting them, we uncovered where fragmentation creates friction, duplication, and unnecessary stress. What emerged was a clear case for more connected, responsive services that reflect the reality of people’s lives.

Designing around life events shifts the focus from systems to people, helping governments deliver support when it matters most, in ways that are easier to access and more meaningful to use.

Read the full article to explore how life event research can reshape service delivery across government.

https://papergiant.net/news/researching-life-events-to-improve-government-services

Researching ‘life events’ to improve government services. Paper Giant.

21/05/2026

Victoria is home to more than 40 million collection items across galleries, libraries, archives, and museums, yet access to this cultural and scientific wealth isn’t equal. With Creative Victoria, we set out to understand who uses these collections, who doesn’t, and what’s getting in the way.

Through one of the largest studies of its kind, we combined statewide data with in-depth human stories, revealing that access isn’t just about availability, but about people’s relationships, confidence, and context. We developed a user-centred framework to help institutions better design for different needs, whether someone is researching, exploring, or contributing to collections themselves.

This work reframes how the sector can think about access, moving beyond numbers to design for real experiences and future possibilities.

Read the full case study to explore how social research can unlock more inclusive access to culture and knowledge.

https://papergiant.net/work/creative-victoria

Creative Victoria. We partnered with Creative Victoria to understand how they can improve access to gallery, library,...

19/05/2026

Navigating the aged care system can be overwhelming, not just for older Australians, but for their families and the providers supporting them. When the Aged Care Quality & Safety Commission set out to improve the customer experience, the first step was clear: understand the system as people actually experience it.

Working across the sector, we brought together older Australians, providers, and internal teams to map the current state, surfacing pain points, gaps, and opportunities for change. From inclusive workshops designed for participants with varying digital confidence, to system maps and service blueprints, the work created a shared view of a complex ecosystem and a pathway forward grounded in real experiences.

The result is more than insight. It’s a foundation for designing services that are clearer, more connected, and centred on the needs of older people from the very beginning of their aged care journey.

Read the full case study to explore how systems thinking can reshape experiences across complex public services.

https://papergiant.net/work/aged-care-quality-safety-commission

Aged Care Quality & Safety Commission. How can we enhance the safety, health and quality of life for older Australians? Paper Giant helped...

14/05/2026

Supporting young people’s mental health starts with giving them the tools and the agency to shape solutions that reflect their realities. With Connect Health & Community, we co-designed a scalable toolkit for Brain Bloom, a school-based program that helps students lead mental health initiatives in their own communities.

What began as a successful local pilot is now designed to grow. The toolkit translates on-the-ground insights into a practical, step-by-step guide, helping educators and facilitators deliver the program with confidence, adapt it to their context, and measure its impact along the way. It’s about making a proven approach easier to share, without losing what made it meaningful in the first place.

This work shows how thoughtful design can turn a strong idea into something that travels, supporting more schools to foster wellbeing in ways that are relevant, inclusive, and led by young people themselves.

Explore the full case study to see how Brain Bloom is scaling impact across communities.

https://papergiant.net/work/connect-health

Connect Health. Paper Giant co-designed a user-friendly toolkit with Connect Health & Community so they could scale...

12/05/2026

Applying for the Disability Support Pension shouldn’t feel like navigating a system designed to catch you out. Yet for many people, it becomes a 6–18 month process filled with unclear rules, hidden criteria, and repeated rejection even when they’re eligible.

With Social Security Rights Victoria, we set out to change that. Together, we created DSP Help, a digital resource and chatbot that brings clarity to a complex system. From plain-language guidance to a Medical Evidence Bot that helps people generate tailored information for their doctor, the goal was simple: give people the tools they need to advocate for themselves, earlier and with confidence.

At its core, this work is about shifting access to justice, making invisible rules visible, and supporting people before they reach a crisis point.

Explore how we designed DSP Help and what it means for more equitable access to the Disability Support Pension.

https://papergiant.net/work/dsp-help

Social Security Rights Victoria. Applying for the Disability Support Pension can take 6 to 18 months and often fails despite...

07/05/2026

Too often, the criminal justice system does not just underserve people with disability, they’re actively disadvantaged by it. Working with RMIT’s Centre for Innovative Justice, we helped create Supporting Justice: a resource designed to shift how legal and court professionals recognise, respond to, and support people with disabilities.

It meant bringing people with lived experience, lawyers, magistrates, and support workers into the same room to map the system, surface where it breaks down, and co-design practical tools from accessible court preparation forms to communication guides that make it easier to ask the right questions at the right time. Small changes, like recognising signs of disability or adapting how conversations happen, can fundamentally alter outcomes.

The work highlights a simple but powerful idea: better systems start with listening and acting on what you hear.

Read the full case study to see how co-design and systems thinking can drive more equitable justice outcomes.

https://papergiant.net/work/supporting-people-with-disability-in-the-criminal-justice-system

RMIT Centre for Innovative Justice. We partnered with RMIT’s Centre for Innovative Justice (CIJ) to create Supporting Justice, a...

05/05/2026

Strong internal services don’t just support the work; they shape the quality of everything you deliver.

When teams invest inward with the same intent as they do outward, friction drops and impact scales. It’s an opportunity to align experience, efficiency, and care across the whole organisation.

30/04/2026

The future of work isn’t about choosing between office and remote, it’s about designing for how people actually work.

Paper Giant partnered with Envato to understand the real experiences behind distributed work, reaching over 500 employees across continents. Instead of defaulting to assumptions, we uncovered the conditions that truly shape how people work best and what organisations need to get right to support them.

This led to a strategic shift: from location-dependent experiences to a more flexible, location-agnostic model. One that goes beyond policy and gives teams a framework to design work around culture, capability, and real human needs.

Curious what 500+ employees revealed about the future of work? Read the full case study on our website.

https://papergiant.net/work/envato-future-of-work

How Paper Giant helped Envato research 525 employees across three continents to define a strategic framework for location-agnostic employee experiences.

28/04/2026

Sometimes, the biggest barrier to a better digital experience isn’t the interface, it’s the thinking behind it.

Paper Giant partnered with SERV to rethink the future of LANDATA, Victoria’s property data platform. Instead of jumping straight into redesign, we used design as a strategic tool to create concepts, journeys, and provocations that helped leaders challenge assumptions and explore what a better experience could look like.

This shifted the conversation from fixing interfaces to redefining the role of LANDATA entirely. The result is a clear, future-focused strategy that guides decisions, aligns teams, and opens up new possibilities for how property data is delivered.

Curious how design can unlock better strategic thinking? Read the full case study on our website.

https://papergiant.net/work/serv-landata-digital-experience-strategy

How Paper Giant helped SERV develop a digital experience strategy for LANDATA, unifying three legacy channels into a modern property data platform for Victoria.