Victorian Ombudsman

The Victorian Ombudsman acts as the Victorian public’s advocate when dealing with the government and government agencies. Get Started were engaged in 2012 to completely redesign the Victorian Ombudsman digital experience, across the desktop and mobile websites, and their internal intranet.

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The Challenge

The Victorian Ombudsman website had two critical goals; to meet WCAG 2.0 Level AA accessibility, and integrate seamlessly with the existing complaint management system. Get Started needed to deliver to technical requirements while also creating an engaging, easy to use site that had a timeless look to it.

The planning process began with stakeholder engagement, interviewing staff who interact on a daily basis with the public. From there we were able to devise a streamlined information architecture, bringing the most important content to prominence on the site to assist the public to find what they needed quickly and easily without the need to directly contact the Victorian Ombudsman.

Considerations needed to be made for colour, contrast, text resizing and sensory characteristics, making the wireframe and design phases key to the success of achieving the Perceivable requirements of AA accessibility. During development Get Started focused on Operable and Understandable requirements such as proper headings, language of parts, focus order and ability to pause or play moving images, resulting in a site that delivers to all WCAG 2.0 Level AA accessibility requirements.


The Result

The new Victorian Ombudsman website is a totally new user experience that's completely accessible to all users. The revised information architecture is helpful and guides users to their answer without the need to call the Ombudsman. If visitors do need to contact the Ombudsman there are multiple paths they can take to engage, including an end to end online process which is fully integrated with a complex case system already in use by the Ombudsman's office. Get Started produced a quality website that met not only a highly diverse audience's needs across multiple devices, but an organisation’s needs for integration and accessibility.

This site was also a State Winner in the Government category of the 2014 Web Awards.