Consumer Data Right (CDR) CX Guidelines
Project Overview
The Consumer Data Right (CDR) Discovery Program explored how to design a consent experience that could uphold both legal compliance and public trust as Australia rolled out its national open-data ecosystem.
I led the research and design program focused on consent management and revocation, helping shape how Australians understand, authorise, and control the sharing of their personal data across sectors such as banking, energy, and telecommunications.
The challenge was to operationalise Data Trust by Design in a live regulatory experiment—translating legislative intent into trustworthy, human-centred experiences.
Key Challenges
- Aligning to and challenging existing technical standards
- Ecosystem complexity and data use sensitivity
- Introduce hybrid Data Trust by Design research methodologies
- Legacy systems and processes to upgrade
Process & Methodology
This project combined systemic design, lean UX, and participatory research across government and industry contexts.
Methods included:
- Ecosystem mapping of consent flows and actor relationships.
- Research program design for two iterative participant studies.
- Development of low-fidelity prototypes exploring consent initiation, delegation, and revocation.
- Semi-structured interviews and contextual inquiry with consumers and service providers.
- Thematic analysis and synthesis into trust heuristics and design principles.
- Stakeholder playback sessions aligning policy, regulatory, and human factors.
- Creation of a reference architecture and service blueprint to inform the CDR standards team.
Results & Impact
This program set the foundation for ethical, user-centred consent across the Australian digital economy.
- Established the first consent-journey reference model for CDR participants.
- Introduced the Data Trust by Design framework into Australian standards research.
- Informed accreditation and governance guidelines for data recipients and holders.
- Influenced later policy updates on consent revocation and data portability.
- Demonstrated how design as inquiry can bridge regulation, technology, and lived experience.