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Undertake a Privacy Impact Assessment: Undertake a Privacy Impact Assessment to capture issues. Mitigate unwarranted and unauthorised surveillance, data collection and malicious data breaches, and share these actions with users.

Obtain consent: Where required, seek and obtain informed consent from users prior to collecting, storing or disclosing any of their data. Consider opt-out options and build your service to require as little user data as possible. 

Be transparent: Communicate how data your service will be used or may be used in the future at the time of consent. This includes how it may be shared with other people or between services and secondary or less obvious uses. 

Use data ethically: Data should only be collected and used for the stated purpose that the user agrees to. Account for how data models, datasets and algorithms may produce discriminatory results and provide transparent detail to users on how decisions and calculations are made. Before sharing data, apply the DATA Scheme’s Data Sharing Principles to help assess whether it would be safe to do so.  

Use qualitative and quantitative data: Quantitative (numeric, measurable; metrics) data helps us understand what is happening on a service, while it takes qualitative (descriptive, observable; user observation) data will help us understand why. Use both to fully understand the story and match any correlation with a provable causation before making important decisions. 

Listen to and understand diverse user needs 

Consider diverse user needs from the outset to make sure your service caters to as many users as possible. Consider the different identities, characteristics, and perspectives of users to make your digital service
welcoming and inclusive for all.

Conduct usability testing with diverse user groups

Do usability testing with individuals from diverse backgrounds, including those with different abilities, ages, and cultural
contexts. Adopt inclusive prototyping techniques, to simulate the experiences of users with different abilities and identify potential challenges. Recognise that various aspects of a person’s identity, such as race, gender, and age all intersect to shape their digital experience.

Co-design with users 

Involve users throughout the Service Design and Delivery Process to make sure their perspectives, needs and feedback are incorporated into the final service. Encourage shared ownership by co-designing accompanying artifacts, such as tutorials and guides, using language that is meaningful for all.

Consider cohort specific digital inclusion requirements (outlined below)

Tailor your digital service to meet the specific needs of users to promote inclusion and make sure support is provided at the appropriate level. Consider how you will apply the following cohort specific requirements when designing and delivering digital services.

When to apply

Apply Criterion 8 during Discovery and Alpha to deliver a modern, high-quality services.

Consider this criterion throughout the  Service Design and Delivery Process to keep the service at pace with changing user expectations. 

How to apply

Questions for consideration: 

• how does a new technology benefit your service? 
• how will you validate a new technology is interoperable with services? 
• what can you learn from other agencies’ experiences? 
• what are the ongoing requirements of supporting a new technology? 

Stay current: Technology can advance at a staggering pace. If available, refer to government guidance on risks, opportunities and developments for up-to-date advice on critical or emerging technology that may impact your service.  

Regularly check the Australian Government Architecture: Follow published guidance in the Australian Government Architecture for the adoption of critical and emerging technologies.

Consider interoperability: Consider whether new technologies will impact your service’s interoperability. Plan for its introduction or implementation in partnership with other affected agencies to prevent further divergence or disconnection. 

Be digital ready: Undertake an assessment of your preparedness for new technologies. Consider the resources and training for a new technology that will be required by your agency and team. 

Track adoption: Prior to implementing a new technology, determine whether it aligns with the clear intent of the service and whether it risks leaving certain types of users behind. If implemented, monitor how users respond to the new technology and respond to any accessibility or useability concerns. 

Put the human first, and disability second 

Use empowering language in the design and delivery of your digital service. Avoid defining a person by their disability.

Support independence

Support users to complete their service by providing clear explanations and instructions up front. Advise the user on the documentation they will require at the start of the transaction, so they do not have to get all the way though to understand the requirements.

Avoid story repetition

Where appropriate, seek consent from your users to share data about their accessibility needs with other channels and services, to avoid them having to repeat their story.

Consider alternative log in approaches 

Support your users to access alternative log in approaches, such as voice-identification, instead of the more traditional pass ord entry
methods.

Tag and code headlines

Support users to complete their service by providing clear explanations and instructions up front. Advise the user on the documentation they will Ensure your information is easy to read and navigate by screenreaders by making the information architecture as simple as possible. Tag and code headline types appropriately to support those with vision impairment.

Make it audible

Offer information in audio formats, where appropriate, to support easy access to information. Consider if you can provide audio instructions for how to complete the service to support users to complete their interactions digitally end-to-end.