As universities adopt digital identity solutions, new opportunities are emerging to improve efficiency, integrity, and user experience. In July 2024, the University of Sydney introduced a digital card for students, staff, and affiliates. Tens of thousands quickly adopted it, unlocking faster, more flexible access to campus services.

Examinations, however, remained an exception. As a high-stakes environment with strict audit and integrity requirements, identity verification continued to rely on manual processes and physical cards, placing pressure on supervisors and adding friction for students at a critical moment.

This gap raised a key question: how can digital identity and automation be introduced into one of the University’s most high-pressure operational settings without increasing risk or undermining trust?

In November 2025, the University initiated a Proof of Concept to trial automated exam check-in using both digital and physical cards. Rather than a technical pilot, this was framed as a low‑risk, high‑learning experiment grounded in human‑centred design to inform future decisions.

Central to this approach was bringing together ICT, the Exams Office, supervisors, and students to shape how automated identity validation, exception handling, and frontline operations will work in practice. This surfaced critical insights into role clarity, escalation pathways, and designing for people under pressure.

This session shares practical lessons on using human-centred design to align Identity and Access Management, automation, and change management—and shows how universities can move forward stronger together by designing not just systems, but clarity, collaboration and trust.