Josh:

Hi guys, welcome to the August TDS webinar. We've got about 32 or so attendees, which is really good. And I just wanted to introduce the webinar today, introduce our team, who's in the room today and remote.

So we've got our presenter presenting remotely today about our eServices replacement program of work. But again, I might just call out some of the housekeeping. So again, a lot of the attendees here will be probably used to all these housekeeping rules, but nonetheless, I'll go ahead.

We're using Go To Webinar software for the session. Again, during the presentation today. It's best that we leave questions until Nick is finished, but we'll cover that when we get to the Nick's presentation. The webinar should run for max about 45 minutes. So we want to keep this fairly quick and brief and not waste your time at lunchtime.

Let us know if you can't hear us and you can do that through raising your hand or sending us a chat that we can look at. Hopefully, technically we should be okay. And just the last piece of information. We always record these sessions and that's basically just so we can play it back by the website post session. It enables people in this TDS reference group to keep up to date with what's happening and the progress of our programs.

So again, thanks for coming along. We'll go to the next slide. So today's agenda I'll just introduce. So I've got Deanna here who is part of the TDS prog team, who will probably jump in to update us with a couple of things. And I've got Nick Byron who is the project manager or delivery manager for our eService replacement build, which has now commenced and we're actively running in production.

So we'll go through some of those details today, but essentially Nick's going to concentrate and give us a presentation on our approach to this web replacement, which is really important. And some of the key elements in this approach around involving you guys as customers in the design and validation, and I guess how we are approaching to deliver features as we go in a stage methodology. So it's going to follow, our approach to our B2B build in which we work on three way top sprints to deliver features as we go. But we'll get into a bit more detail through Nick's presentation there. We'll go through what's next in terms of the web roadmap and before Nick starts, I'll give a very quick wrap up of the B2B API project now that we're pretty much complete in that space.

We'll do a quick poll as always just to measure how engagement is going for you. So importantly, we always want to make sure that you guys are aware of our progress. You're aware of how you go about getting involved, if you want to get involved. I say this every webinar, but we've got an active development team on site. We're happy to help your firms or small business get integrated in the B2B space. And to a web extent, get you involved in the build of this replacement platform, replacing eServices. So yeah, we're keen to have your involvement wherever possible. And the last piece we'll open up for some Q&A.

Okay, just in regards to B2B Wrap up and I'll be very brief here so we can let Nick provide the value here around the web rebuild, but in terms of the beta B2B APIs, we've got close to 100% coverage in terms of transaction types and service requests that are offered in current eServices in the new B2B API channel.

It's important to note that we've also got open data search platforms available in API instances. So we've got quite a few customers now leveraging, Australian trademark search. Oz paths, just came out and we'll touch on that a little bit later and adds, instances of API. So it allows a machine to machine extraction of live data if that's something that may help your business. So that's a key thing that I think this group in particular gave some influence on and effectively forced it into our Skype. So that's a really good story. To cover off, we've got nearly a hundred percent of coverage across the service request, the minute requests and transactions that we don't have covered up very rarely file transaction types. So we're talking, we've received one of these filings in the last six or seven years. And we'll look at how we approach that in the web as well.

As I mentioned in the open data space, we've got multiple customers in the transactional space as well. So we've got customers in production scaling up their use of the B2B API, the direct integration APIs. There's a huge amount of benefits for large scale and medium scale firms in this space. So again, the best way to reach us is through our TDS inbox. And there's some information on that email address at end of the presentation. But the best way to engage with interested firms is to really unpack some of the benefits based on why your firm runs its business. So, it's not a cookie cutter process. Firms are unique in the way they run generally. So, not all benefits are going to be assigned to people. So it's important to have that discussion with us around where the possible benefits might be and how we help you to get those.

So that's probably all I need to cover in the B2B Wrap-up. Again, if you guys want more information, please reach out and we can set up some discussions or via conferences to get you across where we're at. And as I keep saying, give you assistance in onboarding. So in my time, I might try now and I'll just check if Nick's ready.

Liam, can you hand over technically to Nick to start presenting. So just for a short introduction before Nick starts, basically, Nick's going to take us through the program we are now focused on. So that's that replacement of the eServices transactional site, how we are going to go about doing that? How we involve real customers like yourselves in testing those designs and validating those designs to make sure that we're meeting modern expectations of our users. So Nick, if you're ready, Liam, we might just remotely hand it over to Nick to take over the presentation. Again, guys, if possible, can you hold any questions until the end of Nick's presentation. We can unpack them at the end. Thank you.

Nick:

Excellent. So I'll just wait for Liam to let me share my screen. Hopefully, you can all hear me. Any luck Liam?

Liam:

Sorry, Nick. I'm just trying to get the control to you now. Just bare with me a sec.

Nick:

No worries.

Liam:

Nick you might need to go into your sharing in your control panel and you just go to start your sharing screen to take full control.

Nick:

Here we go. All right. Hopefully, everybody can see my screen.

There you go. Just minimize this. Excellent. Thanks very much Liam and Josh and good afternoon, everybody. My name's Nick, and as Josh mentioned, I'm heading up the delivery of the eServices replacement project. Today, I wanted to spend some time detailing the approach my team is undertaking to support IP Australia's vision of offering a world-leading filing experience that is focused on helping our customers protect their intellectual property. If you've not guessed by now, we're intending on achieving this vision through the development of a new online transactional portal. This new portal also known as the IP Australia portal, seeks to provide new experiences that will ultimately replace our existing eServices offering. Throughout this presentation, I will be focusing specifically on the steps my team is undertaking to ensure that our new IP Australia portal addresses the pain points of existing eServices, as well as ultimately enhance the filing experience we provide our customers who is seeking to protect the value of their ideas.

However, before I continue on with this presentation, please note that we are currently live in production under the banner of an open beta. So if you're lucky enough to have an existing eServices account, then I invite you to check us out using either Google Chrome or Firefox with the following URL of portal.ipaustralia.gov.au, and then login using your existing eServices details.

Okay. So for some additional background. How eServices replacement project follows on from the successes we've had whilst delivering our new API channel. As our API channel expands and matures our intent is to build on top of those APIs, new user interfaces aimed at slowly moving our customer base of eServices and towards the offerings of our new IP Australia portal.

I should stress that this will be a gradual iterative process that will occur over a number of months as our new portal UIs are developed and refined to a point that we can begin to route customer traffic away from eServices and towards the new portal. Ultimately, our goal is to remove eServices from the online filing equation. As such, we're working towards developing a seamless online filing experience that blends together, IP Australia's other online offerings.

Once our new portal is completed, our customers can expect to file and engage with IP Australia via the new filing solution that intelligently meets the filing needs of our cell filers and small turning customer cohorts. Larger turning firms are more than welcome to use the new IP Australia portal. However, it is anticipated that the new portal experiences won't be able to offer the same benefits the direct integration that our API channel are able to provide.

Until the day comes to say farewell to eServices. Customers can expect that to remain to portal offerings available to them in production with guidance and plenty of lead time provided in advance before current eServices experiences are deprecated in favor of experiences found within our new portal.

Now, moving on to my team's approach to UI development for the new portal. For those customers who have been following the tedious program for many months now, you'll be pleased to know that our approach to pull the UI development will follow the same iterative development process we've refined during our API development project. Because of this, new portal customers can expect the release of new portal features and enhancements to production every three weeks or so. Obviously, given the iterative nature of our UI development process, many of our initial production and releases will offer the most streamlined experience we can design and build within the three week period.

As a golden rule however, the features and associate experiences we deployed to production must be usable in their own. Right? However, customers may find that given the streamlined state of these new features, the initial release may not cater to every customer's filing scenario. As such within the new portal. We've built a quick and easy links that enable our customers to seamlessly transition between our new IP Australia portal and the existing eServices. Once back within the eServices experience, the customer can continue as normal to file as per the needs of their more complex filing scenarios.

To ensure all of our feature deployments offer an experience that meets the needs and expectations of our customers, given a particular filling scenario, the team goes through an iterative UI design process. This UI design process has been developed to offer a number of opportunities for real IP Australia customers to provide their feedback with regards to the proposed UI design and experience we're developing.

This customer's feedback is synthesized by our analysts and ultimately gets reincorporated back into the iterative UI design process. These customer feedback opportunities are enabled via several UI design checklists. Our first checkpoint occurs early on in the UI design process, where we invite our customers to participate in the testing of an initial UI prototype. During these sessions, the facilitator aims to test the usability, the findability and the readability of our proposed UI design. Customers are asked during these sessions to interact with the prototype within the bounds of a given scenario before being asked what they liked about the experience, what they did not like as well as most importantly, whether the experience aligned with the expected outcome for that scenario.

The objective of these customer testing sessions is to drive unique insights from each participant that the UI design team can then use to refine the design assumptions and ideas presented by the initial prototypes. These insights are then synthesized before being incorporated into a new prototype that is ready for our second checkpoint and round of customer testing.

This second round, however, aims to dive deeper into the specific components and experiences presented by the proposed UI design. Typically, the second round of customer testing features more refined set of UI features. Interestingly, we've observed that the second round of customer testing does tend to offer less unique insights compared to what was previously gained from our first round of sessions, but regardless, any new insights that are gained, are synthesized and then fed back in to the final iteration of our UI design. By this time, our final iteration is considered ready for UI development.

During the UI development process, we may tweak the UI experience slightly in order to accommodate for nuances found when integrating UI with the API channel, or as further discussion thinking and customer feedback is incorporated into a particular design component. It's also common for enhancements to our APIs to be made in order to support a particular UI feature or expected UI experience, which is good news for those who wish to build their own UIs on top of our APIs in future.

Once the new UI feature is built, we undertake our own internal UI testing, before finally making the new UI feature and associated experiences available to our customers in production.

As mentioned earlier, the new IP Australia portal is available to our customers under the banner of an open beta. Despite this, the new portal remains a live transactional offering. And as such once a customer files a supported request to buy the new portal, they can expect those requests to be filled in the same way that a similar request originating from eServices would be fulfilled by IP Australia

Our third and final UI design checkpoint occurs after a small period of time has passed from the initial release of our new feature into production. This final checkpoint aims to confirm our success and benefit realization hypothesis previously associated to the new feature before its initial production release. Once released into production, we use a combination of quantitative and qualitative data that is analyzed to determine the overall success as well as the customer benefit, our new feature and its associated UI experience provide to our active customer base.

From a quantitative perspective, we review desensitized usage logs collected from our users interactions in order to measure metrics such as clicks per minute, navigational errors, and overall time spent completing a task via the new UI. From a quality perspective, we rely on frictionless feedback collected from our customers as they interact with the new portal experiences. You can see on my screen now, an example of our feedback form, where our UI typically asks, the customer to provide overall experience rating as well as optional comments with regards to their latest interaction.

So both this quantitative and qualitative data is then collated and synthesized into a TDS improvement backlog, which is prioritized and reaffirmed by our product on the team, which includes Josh, who... And this team are in constant communication with our customers either directly or indirectly via our customer help desk and online support teams.

All in all, these UI design checkpoints ensure that the new portal and its experiences it enables for our customers align with our vision of offering a world-leading filing experience.

Now, unfortunately that's all I have for you today. However, I hope that this presentation has provided you with some basic context regarding the design and development of our new IP Australia portal. And before I pass back to Josh, I encourage you all to register your interest in participating in our customer testing rounds as ultimately it is your unique insights and feedback that will drive the experiences you have when engaging with our new IP Australia portal. Thanks very much. My name again is Nick and I look forward to talking to you soon with regards to another update on the TDS eServices replacement project. Thank you.

Josh:

Thanks for that, Nick. I was just wondering after that high-level presentation. Does anyone have any specific questions about our approach? I know that was quite high-level, but we're hoping that the insights that you're taking out of this mainly around getting involved and providing influence around your expectations of our new platform. Full context and a lot of the people participating in this reference group and today's webinar, way back in 2011, 2012, essentially we digitized, a hundred year paper process.

And we made a lot of assumptions around our customer segments and what they expected incorrectly. So the context of what I'm getting at here is we've learned lessons from that previous digital transformation and our pure focus now on this replacement is of eServices. And also to a lesser extent they B2B API build is all about putting the customer, you guys at the center of what we're building.

So we want to validate what works for you, what you expect in experience digitally in 2020, and validate that with people, instead of just building something that we assume will meet the needs of customers and throwing it over the fence for you guys to use. So it really is all about that customer focus and this approach that Nick has touched on today is a good framework for us going forward as well in terms of managing these digital products going forward. So I think Nick mentioned it then. Our approach once we deliver this entire new platform and decommission eServices in 12 months time, the focus will be around evidence driven decisions using those analytics. So we understand use cases. We work with customers about what enhancements or fixes that we need to make, and we can do it much quicker. So as some of you might know, current legacy eServices is quite heavy in terms of architecture, very difficult for us to make quick fixes or enhance for customer value.

So we're really modernizing that technology stack in favor of the customer. Do we have any questions while we've got Nick still active? Do we have any specific questions about Nick's presentation? Again, you guys can raise your hand to ask a question verbally or simply text a question through chat.

If you do have questions for offline, again, I'm getting contact with us via our TDS inbox, and we can set up a discussion with you and your firm or whatever we need to do and then we can include Nick. As Nick mentioned, and just for clarity, again. I do want to cover the fact that we are currently in production for trademark renewals in terms of an open beta. And so it is fully productionized, we've got formal trademark renewal submissions coming through that experience, which is really good. And again, I want to encourage you all to jump in and even if you're not submitting a trademark, you'll have a look at the experience in and give us that feedback that Nick covered in that presentation. So we do have a question, how do we register interest to be involved? So that's fairly straightforward.

So the best way to get in contact with us is via the TDS inbox. Chan, we will send you that address privately, but again, at the end of this slide deck, we've got that email address available and that goes directly to our team. So we can prioritize a discussion with you guys and really talk in a bit more depth around the detail of this replacement.

And I think one thing that's worth flagging that we haven't touched on is the decommissioning approach. So Nick did mention, we're looking at hosting this new experience in parallel to eServices. So currently legacy eServices will continue on whilst we stage deliver the new experience and we're working on metrics around customer confidence and uptake before we actually stage decommission transaction types from legacy eServices, but that will be done with plenty of consultation and communication around when those things will occur. So decommissioning wise, both of these platforms will be running in parallel, I want to stress that, but we do want to encourage people to try out the new experience and give us feedback so we can shape that experience going forward.

Nick:

Josh, just to...

Josh:

Sorry, Nick.

Nick:

Just to quickly jump in. Our next release will also include, a quick link that you can follow through to register your feedback if you'd like to participate in further customer testing rounds. So, that link's going to be made available on the new portal login page. And if you follow along with that URL that I listed in the presentation, you'll be able to see that. So we're expecting to get that link available to customers in the next week and a half or so.

Josh:

Thanks, Nick. So pretty much doesn't look like we've got any further questions of too much detail. We'll go back to a couple of those privately just around the slide decks that will be available, so we can email them out. And we also we'll publish this webinar recording and the next day's on our website. And we've got a link to that on the last slide just before we move on, I just wanted to cover... So as you can see on my screen at the moment, we've got our high level web replacement dynamic delivery roadmap. Again, this is very high level and it's... I end up giving external stakeholders, internal stakeholders here as well. We share this around internally in our agency around ballpark timings around different categories of transaction types that we're looking to design and release. So again, this is dynamic, it's flexible. Our program's built on being flexible we work three way delivery sprints as Nick touched on.

So we're, quite lean, but we're delivering very quickly and priorities do tend to change a little bit, but this is the ballpark delivery roadmap that we've got on screen now. So just to cover off any sort of questions, all IP rights are in scope for eServices, obviously for the new eServices, to the new portal, there are different timings based on those IP rights, and we will be reaching out for customers to be involved as we progress through those stages. So again, we can't stress enough that we want you guys involved wherever possible

In terms of what is coming next. The important parts of what we offer in the next three weeks will be, again, this is delivering lots to production will be registration. So at the moment, as Nick touched on the way to access the new experience is via your current or existing eServices accounts. What we're going to be offering in three weeks time is a new registration platform for the new experience. So that will be much more streamlined and much more simple in terms of registering and logging in, and that sort of thing. So much more modern in terms of experience for any authentication provider.

So again, that will be coming in three weeks time, so it's not far away. And again, if you, if you want some more information, please reach out to us and we can share some screens in our test environments to get you familiar with what's coming. There are them some detailed IP rights information details that we're going to build out for the next release in three weeks time.

So that's just a snippet of relevant information for designs, trademarks and patents filings that we're pulling basically a subset of information from our search platforms that help make a transactional decision in the real space and that sort of thing. So again, as we always talk about, these things and they pay in their building blocks to enhance lighter.

And the other things that we're focused on are building out the pattern and design renewals. So there'll be more than just trademark renewals available. Patents and designs are next on the delivery roadmap, which hopefully will open us up to more production transactions.

Just to progress on. And again, we'll do some questions at the end, but we've got a poll and this is just, again for anyone you're participating, we do this every webinar we really genuinely want to sort of track and make sure we measure how our engagement's going in this program. And basically, if you guys aren't happy with what we're doing pivot and make sure that we're delivering awareness and communication that suits you guys.

So we've put that poll up now. I'll just give you a minute just to fill that out. It should be quite straightforward and we can move on. Again, if you guys have got detailed feedback around engagement, again, please feel free to get in touch with us directly. And there may be some more value around talking to us directly around specific, whether it be delivery dates or design components that you want to be involved in. I'll just give you guys 30 seconds just to finish that poll off.

Okay. I'll just close that off. Thank you guys. We really appreciate that. We'll be in touch with anyone who is not satisfied with how we're going about our engagement. We will get in touch post webinar session and unpack that with you and make sure that we address those issues if you've got concerns around our approach this far.

The next webinar in terms of what's next, we've got the wrong date up there. It will be around about October, but probably towards the end of September, given that we're delivering so quickly in the web space. If you guys think that we need to be a little bit more frequent, please let us know. We can certainly arrange, a monthly webinar, if that makes sense for customers.

So again, the timing on this stuff is completely up to you. We just want to make sure that you're across where we're up to. You're informed about what options you have in the new platform and around important questions around decommissioning of legacy, that sort of thing. So on that point for B2B customers, existing legacy B2B customers, we've just sent out a reminder that MFT will no longer support IP or auto renewal transactions come 31 October 2020, and we'll look to fully decommission MFT B2B at the end of next June to give people time to migrate across to the new API channel.

Again for eServices, this is going to be a parallel type approach and a stage decommissioning approach, but there'll be plenty of consultation around the timings of specific transactions that we look to stage decommission going forward. But again, like I said, that's based on metrics. So, that'll be based on use. That'll be based on confidence in the new experience and positive experience for customers going forward. So we'll get involved and make sure that you guys are aware of that sort of stuff. One thing in the Q&A, so we've got some get involved information there, so that's our inbox address directly to our team.

That's our email address that you can get in contact with our product team directly and our development team to set up, whether it be a VC, a demonstration, talk about the roadmap, any questions you may have or any concerns you may have, or if you want to get involved in some of the testing that Nick talked about, please send us an email and we can arrange how you get involved. We do have a couple of links on screen there on our website, where we give some more information about our program, where we're up to in terms of the open beta and what's next. It's got some videos around what we do in the B2B space, in the API channel. So it's another good way to keep up to date at a high level of what's happening with the program.

One thing Nick wanted me to ask was, for next webinar, are there any topics of interest that you'd like Nick to focus on in his next presentation. Again, feel free to raise them now or get in touch with us. And we can tailor the next webinar to suit you guys around, what delivery features that we're looking at and make sure that what you want to see out of these forums we're answering as best we can.

So generally, do we have any broad questions, specific questions about Nick's presentation, questions about the program overall, please raise your hand or send us a chat and we can get back to you.

I'll just give you guys a minute just to make sure that we don't cut anyone off. There's not much coming through guys, but as I said, we're available directly. So again, that inbox is there to reach us for any questions you may have, any concerns you may have, any interests that you may have, whether it be the new web experience or whether your firm's interested in integrating with our B2B API channel.

So again, thank you guys for being involved today. We always appreciate it. We appreciate your feedback. Thank you too Deanna and Liam and Nick from our end, for helping me run the show as always. Unless we get feedback around providing, a monthly webinar, we'll probably look at providing another webinar in September, but we'll send out an invitation just to lock that in shortly.

The other thing I'll touch base on is we'll flick an email out to participants today who have registered with the recorded version of this webinar and the slide pack and publish that information on our website. So if you want to share that with your colleagues, feel free to do so, but ultimately get in touch if you have questions for us and want to be involved. But thank you again, guys, I appreciate your time over lunch, sorry that we took 40 odd minutes, but we do appreciate your feedback. So have a good day and we'll talk soon.

 

Last updated: 
Thursday, January 14, 2021