Simple
- People find information and communication clear, easy to understand and actionable.
- Services and support are easy to access.
- Tasks and processes are intuitive and easy to complete.
When things are made easier, we reduce the time and effort it takes for people to get things done.
By making sure information and services are easy to understand and access, we reduce the chance of errors without causing unnecessary confusion or frustration. Simple services create better outcomes for everyone.
Make it simple so people can get on with their lives.
Simple Value Statements
Individual customer
Getting support is easy – I understand what you are telling me. I know where to get help and I can make updates quickly.
Third party provider
Finding help is straightforward – I can easily access the tools I need to do my job and assist customers. I can get accurate and timely support when needed.
Business
Things are streamlined and intuitive – Fulfilling my obligations is straightforward, effortless and does not put strain on my business.
Service delivery staff
It's easy for me to do my work – I have access to the systems, resources and tools I need to do my job with easy-to-follow instructions.
How we make it Simple
Design Criteria and things to consider
- Easy to use. We ensure people can easily access and use services when they need to.
- Make sure the service is easy to access and use across all available channels.
- Make it easy for people to identify and authenticate themselves.
- Test the usability of the service with people who will access it.
- Clear. We design content and communication that is easy to find, understand and action.
- Use plain English to communicate information and avoid jargon.
- Develop content in line with government guidelines and patterns.
- Display critical information clearly to draw attention.
- Ensure content is up to date and accurate.
- Test content with people to ensure ease of understanding.
- Efficient. We ensure people can complete tasks with minimum effort or intervention.
- Make it easy for people to complete all tasks in one channel.
- Reduce the steps it takes for people to complete tasks with minimal help.
- Consider how you can use technology to streamline both front and back-end processes.
Remember to conduct usability testing of the service to make sure people get results as intended.
Designing for Simple
How the Australian Taxation Office (ATO) uses automation to simplify the tax return process for individuals.
The ATO has developed myTax, an online tool that enables people to self-prepare and lodge tax returns via myGov.
myTax:
- helps people complete their tax return right the first time, resulting in faster outcomes and less corrective action.
- saves time upfront by prepopulating personal information from prior year returns.
- provides clear instructions and communication through information on screen, linked help files, video guides and some virtual chat functionality.
- increases availability and access, providing people with options for when and how they lodge their tax return through different digital platforms (desktop, tablet and mobile phone).
- reduces effort by automatically pre-filling data from employers, banks, government agencies and health funds.
- increases accuracy by providing integrated tools, calculators and functions which support tax calculations for correct returns.
These design features simplify the process of lodging a tax return by guiding people, removing re-work and creating efficiencies in both customer and staff effort.
Benefits to replicate
- Ease of use and accessibility; straightforward and intuitive navigation helps ensure that everyone can use the services effectively.
- Reduced errors through connected systems; minimise complexity reduces the likelihood of user errors.
- Enhanced user satisfaction; more likely to have a positive experience, increasing trust and improving engagement.
- Cost savings; allow staff to focus on more complex cases.