Legal stress is more than enough.
Tens of thousands of Victorians interact with the legal system every month. It can be a stressful situation for many of us, the last thing we need is a difficult online experience. Justice Connect approached us in early 2018 with a plan to simplify the help-seeker experience for their users, reduce time and cost to serve users and provide a better brand experience. As a prominent source of help and advice for Victorians the benefit of an intuitive site would be felt by many.
Ship it quick.
A considerable amount of work by the Justice Connect team had already been done to understand user groups and tasks so we were able to focus in on very specific use cases in early concepting for the site. The goal was to design, build and ship an MVP in under six weeks so, early sessions were brisk and focussed. Across the first week paper concepts for primary user flows were sketched out and the most likely tested online. We found good intel on several while some smaller questions were set to be resolved by live site data after launch.
A shift for the brand.
A concurrent task for the project was to bring an evolving brand to life and communicate a shift away from ‘information hub’ to ‘active campaigner’ for the organisation. A design team was putting the finishing touches on a brand refresh as we were working through the site design so a flexible and collaborative stance was taken to apply the fresh thinking to the site. Beyond graphic design a period of introspection was taking place for the senior team around the brand. Some excellent conversations with the wide team saw a single goal for the brand for the MVP agreed upon. Brilliant!
We want it to be clear, we know where they fit.
– Ed Butler, Communications Manager
User stories must resolve.
Making sense of the overlapping user tasks and detailed use cases involved some time. The finer points of membership, support and campaigns were detailed and a final sitemap and information architecture was locked away by the project team after some rigorous exploration. Application of the content map to page templates and information design followed and we entered development on schedule.
We want to be on the tools.
Justice Connect were very keen to be deeply involved in building the site and sought a fine level of control over page styles and content. A custom page builder was put to use allowing for easy creation and publishing of pages with set styles and the required level of control on page content and features. It’s often a sticking point on website projects as to how much control site admins and users should have. Taking the time to understand use cases and building a few pages together is always hugely beneficial.
Let’s aim higher.
With all on track and the coming delivery date in sight a challenge for the team did come up. Another digital platform in development was also close to completion and it was put to us: could the two assets exist on the same site. Given the looming launch date the temptation was to say no but the team agreed to incorporate the tool into the website and aim for the original launch date. The complexity of hosting the two assets together pushed out the delivery date a little but the site is now live and receiving good early feedback from the Justice Connect team.