We’re inspired and motivated by a good challenge and the Working with Children Check, Victoria website was just that. We collaborated with two Melbourne-based agencies, U1 Group and Fluid, to redevelop this Victorian government website. We were thrilled to be involved in such a complex and important project.
The Working with Children Check team use a detailed assessment process to determine whether or not applicants can do child-related work in Victoria. Their website needed updating to guide users through the application process, as well as give organisations the information they needed to make sure their employees had a Check.
Some of the key problems users identified with the site were:
- not being able to find the right information
- unsure of what application form to use
- feeling like the site wasn’t professional
- too much content on too many pages.
So the challenge was set: we needed to make sure that users knew what to do to apply for a Working with Children Check and give them the support they needed to feel confident in doing so.
We began the project by performing a content audit of the existing website. We reviewed all 78 pages and based on analytic data and user interviews conducted by U1 Group, we decided what to keep, what to consolidate and what new content would need to be created. The user testing and information architecture (IA) card sorting activity that U1 Group also performed confirmed our findings.
To help redevelop the content and establish a new approach to content production for the site (and beyond), we created a content strategy. This document was designed to pave the way for future updates to the site and was presented at a plain English writing workshop we held with key stakeholders in the Working with Children Check team.
With a new IA in place, we reduced the number of pages from 78 to 36 using a combination of user testing, best practice content and design guidelines and stakeholder interviews. The content was taken through an extensive internal and external review process involving experts on the application process, policy and legal teams. Nearing the end of this process, we began working with Fluid agency to develop the new website wireframes and design. Once the content, wireframes and design were approved, the new site was built.
The new Working with Children Check, Victoria website is vastly different to the old site. The content is written in plain English and focused on delivering the right information to the right user at the right time. We created a new section for organisations, as well as altered the IA to suit a more task-based approach.
The Working with Children Check, Victoria team now has a new website to help them process the hundreds of daily applications – all designed to help keep Victorian children safe.
“Thank you, Avion Communications. Your ability to translate our old website, 84 complex and content heavy pages, into 36 clean, clear and fresh Plain English pages for our stakeholders was nothing short of amazing. Working alongside the Design Teams and User Experience Teams, you made a lengthy and multifaceted project so much easier to achieve. Finding copywriters that can understand the legislation and the need for certain terms to remain, and then weave in easily understood instructions and information to support the user through their journey on our site, was exactly what we needed.”