Savings Finder

Fixing a broken system: How we re-platformed the Savings Finder to deliver millions in benefits

In a time when the cost of living is a major concern for many, finding government savings, rebates, and concessions can feel like a daunting task. Many Victorians were missing out on eligible benefits, largely because the original Savings Finder was a poor and confusing user experience. The vendor-delivered product was difficult to update and maintain, and it failed to showcase the full range of available benefits.

This case study details the work my team and I undertook to completely re-platform the service. Our efforts not only transformed the user experience but also enabled Victorians to access millions in potential savings, leading to a significant increase in user engagement.

The challenge & the solution

The primary challenge was the fragmentation of government rebates and concessions across various departments and websites. We needed to create a single, centralised tool that could help users navigate a complex system without overwhelming them.

However, the original product, launched by a vendor in August 2022, presented significant internal challenges. It was difficult to maintain and lacked scalability. We couldn’t easily measure and track analytics, and adding new items was a complicated, resource-intensive process. It was clear that we needed a more flexible and maintainable in-house solution.

We tackled this by creating a proof of concept using our Simple Forms capability. The solution was a multi-step, question-based flow that guides users to a refined list of benefits they might be eligible for. The experience was designed to be as effortless as possible, removing the need for users to have prior knowledge of government programs and creating a platform that was easily managed by our team. Our team redesigned and delivered this much-improved user experience in a month, with the new version launched in April 2025.

Project details

  • Project: Savings Finder
  • Role: Design Manager, Developer
  • Timeline: Re-platformed in April 2025 and launched on Tuesday 4, June 2025
  • Key Stats:
    • The re-platformed questionnaire has been completed by over 49,500 users in its first 100 days, since the “Real help. Right now” campaign launched on Tuesday 4, June 2025.
    • The service enabled Victorians to find millions in potential savings.
    • The redesigned flow helped the program double the number of benefits it offered.

Key responsibilities & impact

As the Design Manager on this project, I was responsible for overseeing end-to-end user experience, from concept to implementation. My key contributions include:

Implementing a filter to easily hide or show benefits that require a concession card, as this was a key point of friction for many users.

  • Prototyping & validation: I worked with my team to build the proof of concept, demonstrating how our in-house capabilities could replace the original vendor solution.
  • Intuitive UI/UX Design: I designed the interface with clarity and simplicity in mind, using a guided, conversational approach that makes the process feel more like a helpful conversation than a bureaucratic application.
  • Content strategy: I collaborated with content writers to ensure that all information—from the initial questions to the final results—was easy to understand and free of jargon, empowering users to take action.
  • Post-launch enhancements: Following the initial release, we prioritised user feedback and implemented several key improvements, including:
    • Automatically removing expired benefits to ensure the information is always up-to-date.
    • Adding a refine search field on the results page, allowing users to quickly narrow their options.
    • Implementing a filter to easily hide or show benefits that require a concession card, as this was a key point of friction for many users.
The Savings Finder landing page, which serves as a central hub for users to find rebates, concessions, and other benefits they may be eligible for.
Savings Finder questionnaire, children and dependants question. We learned through user research that the original question for children and dependants was a major source of friction. This re-designed flow streamlines the process, making it easier for families to see all the benefits they’re entitled to.
The new Savings Finder results page provides users who complete the questionnaire with a personalised list of eligible benefits. The enhanced user experience now allows individuals to refine the results with a search input or to expand all collapsed cards within an entire category with a simple click.

Understanding our users: Demographics

The demographic data collected from the Savings Finder questionnaire reveals a powerful story about who the service was helping. It shows that the platform had a broad impact, reaching Victorians at every stage of life and with a wide range of needs.

  • Addressing diverse needs: The data also revealed a diverse range of financial needs. Most users were managing costs associated with personal vehicles (68%), as well as expenses for health and utilities. This underscores the project’s value in a wide variety of financial situations.
  • Serving families and retirees: The data shows that the service was particularly vital for families with children, with over half of all users supporting dependents. The largest user groups were working-age adults (30-49 at 45%) and retirees (60+ at 28%), proving the service was equally valuable to those with ongoing bills as it was to those on a fixed income.
  • A service for all Victorians: The data shows that the service’s value extended beyond traditional social safety nets. While a portion of users had a Centrelink, Pensioner, or Seniors Concession Card, the majority of users (47%) were not receiving any of these concessions. This highlights the project’s ability to help a wide cross-section of the Victorian public.
As shown in this pie chart of Savings Finder questionnaire data, the service’s appeal spans multiple generations. The largest user groups were working-age adults (30-49, 45%) and retirees (60+, 28%), suggesting that the Savings Finder is equally valuable for individuals managing ongoing expenses and those on a fixed income. Data collected between June 4 2025 to July 24 2025.

Results & success metrics

Since its initial launch in August 2022, the Savings Finder has become a vital resource for Victorians, with more than 2.6 million people visiting the site. This service has been instrumental in helping thousands of families access unclaimed money and find new ways to save.

Our relaunch was a resounding success, allowing us to double the number of benefits available to users and refine the logic for how results were displayed. Our timing was perfect, as the new Savings Finder was ready just in time for a major three-week marketing campaign that launched in early June, including radio, online, social media, and television commercials.

The campaign led to a massive boost in user engagement. In the 100 days following its launch on June 4th, over 49,500 users completed the updated Savings Finder questionnaire. With a conservative estimate of at least $100 in savings for each eligible person, the new Savings Finder has helped Victorians potentially access over $4.95 million in financial support.

One of the key services provided is the ability to search for unclaimed money through the State Revenue Office, with more than $200 million waiting to be claimed by Victorians.

Conclusion

The Savings Finder is more than just a tool; it’s a critical service that helps Victorians find the money they are entitled to. By designing a seamless, user-centric experience, we were able to turn a complex and frustrating process into a simple, empowering one, with a tangible, positive impact on people’s lives. The new platform’s success, driven by user-centric design and a strategic launch, demonstrates its effectiveness in providing millions of dollars in potential savings to the community.

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