Respect family structures
Be aware of and respect family structures and the dynamic and complex nature of Aboriginal kinship relations. Collaborate and co-design with Elders and other First Nations Australians throughout the Service Design and Delivery Process.
Recognise that some information may not exist:
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.
Use visual communication tools
Include visual ways of communicating as a supplement to wordy paragraphs and visual cues that are meaningful from a First Nations perspective.
Respect privacy
Only request information that is legislatively required and avoid unnecessary additions. Acknowledge that trust may be lacking and be transparent about what the information will be used for and who can access it.
Use culturally safe language
Consider how chatbots and staffed chat functions can use cultural appropriate language that is outside of everyday “western norms”. For example, “are you living with extended mob?”.
