Service NSW – NSW Photo Card – Verifiable credentials

The Service NSW Photo Card project delivers secure digital credentials that enhance privacy, reduce reliance on physical ID, and enable faster, safer identity verification across services

Overview

Context:

Service NSW needed a more secure, efficient way to verify identity documents, particularly the NSW Photo Card, across service centres. Manual checks were slow, inconsistent, and vulnerable to fraud.

Challenge:

Physical cards were difficult to authenticate reliably, causing long queues, staff frustration, and user confusion—especially when names or details didn’t match perfectly.

Scope:

Design a secure, ISO‑compliant digital Photo Card (mDoc) and a verification experience that:

  • Works seamlessly in service centres
  • Reduces friction for staff and citizens
  • Builds trust through transparency and accessibility
  • Meets strict government privacy and security standards
  • Navigating the evolving landscape of digital credential standards.

Discovery & Research

Verifiable Credentials Standards & Frameworks + International Digital ID Initiatives

W3C Verifiable Credentials

Open standard for cryptographically secure, privacy-respecting credentials

Decentralized identifiersCryptographic proofsPrivacy-preservingInteroperable

Industry standard for digital credentials

ISO/IEC 18013-5

Mobile driving license (mDL) standard for digital driver licenses

ISO standardOffline verificationPrivacy controlsGlobal adoption

Driver license credentials

DIF Presentation Exchange

Protocol for requesting and presenting verifiable credentials

Selective disclosureMulti-credentialPrivacy-firstFlexible

Credential presentation flows

OpenID for Verifiable Credentials

OAuth-based flow for issuing and verifying credentials

OAuth integrationSIOP supportWallet integrationEnterprise ready

Enterprise credential issuance

🇪🇪
e-ID

Estonia

National digital identity system with 99% adoption. Uses PKI infrastructure and smart cards.

Smart card + PINDigital signaturesOnline votingGovernment services
🇸🇬
Singpass

Singapore

National digital identity platform. Mobile app with biometric authentication.

Biometric loginDigital signaturesMyInfo integrationQR code verification
🇩🇰
MitID

Denmark

Replaced NemID with mobile-first approach. Strong focus on accessibility.

Mobile appBiometric authAccessibility featuresBank integration
🇨🇦
Digital ID

Canada

Provincial initiatives (BC, Alberta). Focus on privacy and user control.

Privacy-firstUser controlInteroperableVoluntary adoption

Digital Wallet Comparison

A
Apple Wallet
VC: Partial

Pros

  • ✓Native iOS integration
  • ✓High user trust
  • ✓Biometric security
  • ✓Offline support

Cons

  • ✗iOS only
  • ✗Limited customization
  • ✗Apple ecosystem lock-in
G
Google Wallet
VC: Partial

Pros

  • ✓Android native
  • ✓Wide adoption
  • ✓Cloud sync
  • ✓Multi-device

Cons

  • ✗Android only
  • ✗Privacy concerns
  • ✗Google dependency
M
Microsoft Authenticator
VC: Full

Pros

  • ✓Cross-platform
  • ✓Enterprise ready
  • ✓Strong security
  • ✓Azure integration

Cons

  • ✗Less consumer-focused
  • ✗Complex setup
  • ✗Microsoft ecosystem

Verifiable Credentials Architecture

Three planes stacked in perspective (issuer → holder → verifier). Hover or focus a layer.

Issuer

Service NSW issues credentials

W3C VC standardCryptographic signingDID integration
Holder

User stores credential in wallet

Mobile walletLocal storageBiometric lock
Verifier

Third-party verifies credential

QR code scanCryptographic proofReal-time validation

Key Research Insights

📱

Mobile-first approach is critical - 87% of users access via mobile

🔒

Privacy concerns are the #1 barrier - need transparent data handling

🌐

Offline capability essential - 23% of users in areas with poor connectivity

♿

Accessibility critical - 15% of users have accessibility needs

🤝

Trust through transparency - users want control over data sharing

⚡

Speed matters - verification must be under 3 seconds

Accomplishments

Successful Launch of a Secure and User-Friendly Verifiable Credential

The project successfully developed and launched a verifiable digital credential version of the NSW Photo Card for 100,000 users. This included creating a user-friendly mobile application (digital credential wallet) for secure storage and management, directly addressing the pain points of relying on physical documents, enhancing security by reducing fraud, and improving the efficiency of various transactions.

Human-Centered Design with a Strong Focus on Privacy and Trust

The project’s deep dive into user research was pivotal in understanding citizen needs, particularly regarding control and privacy. The design process meticulously translated these insights into an intuitive interface with clear language, strong accessibility, and robust privacy controls. This commitment to user-centered design, coupled with adherence to international standards, built essential trust in a sensitive area of digital identity and verifiable credentials.

Pioneering Interoperability and Driving Digital Transformation and Innovation

A significant achievement was establishing a secure mechanism for service providers to verify credentials while adhering to international standards for interoperability. This not only streamlined access to services within NSW but also laid foundational groundwork for broader interoperability across different systems and jurisdictions, positioning Service NSW as an innovator in the verifiable digital identity space.

SNW persona embed (preview)

User persona — digital ID segment

Explore audience segments from research

Audience mix
85%My ID

15%Influencers

5%Strugglers

Segments use different research filters on the original study; figures are illustrative of that framing.

Preview wrapper only — not part of embed.

The Challenge

What was broken / the opportunity

  • Manual verification was slow, creating long wait times.
  • Human error led to inconsistent checks, increasing security risks.
  • Users lacked clarity, especially when verification failed.
  • Fraud attempts were rising, exposing weaknesses in physical credentials.
  • Staff workflows were inefficient, relying on outdated processes.

Opportunity: Digitise the Photo Card and introduce verifiable credentials to create a faster, more secure, more user‑friendly identity‑verification ecosystem

Design Sketches & Wireframes

Future-State Concepts

👤

Biometric Verification

Face ID + Liveness Detection

4:17Biometric Verification3D Face ScanLiveness Detection Active3D face scanAnti-spoofing tech
📱

NFC Tap & Share

Contactless Credential Sharing

4:17NFC Tap & ShareTap to ShareOffline Mode AvailableTap to verifyNo internet needed
🔒

Selective Disclosure

Privacy-Controlled Sharing

4:17Selective DisclosureFull NameDate of BirthAge Verification OnlySelect what to shareChoose what to shareAge verification only

Advanced Features & Use Cases

📋

Contextual Sharing

Smart QR with Permissions

QR code includes time-limited, context-aware permissions. Automatically expires after use.

4:17Contextual Sharing5mExpires in 5 min
🔄

Multi-Device Sync

Seamless Cross-Platform

Credential syncs across devices securely. Access from phone, tablet, or smartwatch.

4:17Multi-Device SyncSync Across DevicesEnd-to-end encrypted
🔔

Smart Notifications

Proactive Security Alerts

Get notified when credential is used, expires, or suspicious activity detected.

4:17Smart NotificationsCredential UsedVerified at Service NSWExpires SoonRenew in 7 daysReal-time Alerts

The Solution

A secure, ISO‑compliant digital NSW Photo Card (mDoc) paired with a real‑time verification system for service centres.

Key Features

  • Digital Verification Scanner in the Service NSW app
  • Interactive onboarding for staff and citizens
  • Real‑time backend validation via secure APIs
  • Clear, accessible feedback for verification outcomes
  • Privacy‑first messaging to build trust

Key Screens / Flows (with captions)

  • Verification Scanner — Displays live credential status with clear success/error states.
  • Onboarding Tutorial — Short, guided steps for first‑time users and staff.
  • Scan Flow — Simple, intuitive process for scanning physical or digital Photo Cards.
  • Error & Recovery States — Actionable messages for mismatches, unreadable cards, or system issues.
  • Accessibility‑enhanced UI — High‑contrast visuals, auditory cues, and structured guidance.

Metrics

Illustrative
1,000,000
Eligible cardholders in NSW
410K
Credentials issued (incl. updates)
22%
30-day active credential usage
24%
Enabled enhanced readability
+18%
Onboarding comprehension lift
-12%
Support “what next?” interactions

Impact & Outcomes

Metrics & Impact

  • Faster verification → Reduced wait times in service centres.
  • Higher satisfaction → Staff and citizens reported improved clarity and speed during testing.
  • Stronger security → Significant reduction in fraudulent attempts through verifiable credentials.
  • Operational efficiency → More consistent, reliable identity checks.

Reflections

  • Process Learnings
    • Early alignment with cross‑functional teams accelerates delivery under tight deadlines.
    • Parallel workstreams are essential when building and designing simultaneously.
    • Iterative testing with real users uncovers trust and comprehension issues early.

    Accessibility Takeaways

    • Clear, actionable error states dramatically reduce user anxiety.
    • Multi‑modal feedback (visual + auditory) improves usability for diverse users.
    • Transparent privacy messaging is critical in government identity products.