-
-
-
People with Low Digital Ability
Clearly communicate tasks and actions
Use simple steps and actions to clearly communicate what is required. Consider the use of checklists and easy to follow formats to avoid decision fatigue and to support the user to complete the service.
Support users to move between service channels
Where appropriate, consider how you can support your users to move through your service channels using easy to gather information (e.g. offer downloadable content that they can print out and take into a shop front to complete the service).
Apply search engine optimisation
Consider how you can effectively apply search engine optimisation to support users access difficult to find information or services that may be buried within websites.
Off -
-
-
Culturally and Linguistically Diverse Communities
Use visual communication tools
Provide visual ways of communicating as a supplement to wordy paragraphs and visual cues that can be easily interpreted. Create repeatable
steps and actions to support users to complete tasks. Consider the use of videoconference and other software to help users understand the context through body language.Offer language options
Identify the most common languages used across your service and offer language options on the front page of websites so it can be easily changed. Consider how you can offer your guidance materials and tools in other languages to support the user to complete the service.
Off -
-
-
Next page: Transition approach
-
Guidance and resources
- first-nations-digital-inclusion-plan-2023-2026_0.pdf (niaa.gov.au)
- Disability Strategy | Department of Social Services, Australian Government (dss.gov.au)
- What do we mean by diversity and inclusion? | vic.gov.au (www.vic.gov.au)
- Co-design | vic.gov.au (www.vic.gov.au)
- Research with diverse user groups to improve a product or service | vic.gov.au (www.vic.gov.au)
- Inclusive design | Digital.NSW
- Good Practice Guidelines for Engaging with People with Disability | Disability Gateway
-
Motivation acts as a driving force for users to overcome digital barriers, such as a lack of skills and confidence. When users engage digitally, make sure their experience is as easy and enjoyable as possible to keep them engaged.
-
Criterion 2 – Motivate digital use
-
test Your responsibilities
To successfully meet this criterion, you need to:
•
communicate the benefits of adopting a digital channel
•
understand the motivations of your audience
•
make the digital service easy to use -
test When to apply
Apply Criterion 2 throughout Discovery as you gather research and insights on your target audience. Revisit this Criterion once you go live and assess uptake of your service.
Revisit this criterion across the Service Design and Delivery Process to remain relevant
as users wants and needs evolve. -
test How to apply
Questions for consideration
- What needs or goals motivate users to engage digitally?
- Have we gathered feedback or analytics to understand user needs?
- How might we customise the user experience to resonate with diverse user needs?
- Have we addressed digital barriers causing users to seek alternate service delivery
- Have you considered how others have overcome similar issues across government?
Connect with the digital community
Share, build or learn digital experience and skills with training and events, and collaborate with peers across government.