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Do

• Use clear headings and simple language. Provide definitions if needed.
• Consider cultural context, like warnings for photos of deceased persons.
• Use images and videos to simplify and explain information.
• Provide guides and documents in a variety of languages.
• Use certified translators for critical information.
• Provide translations and custom help text on the same page.
• Consider how service changes may impact users who rely on consistency.
• Provide alternative contact methods, including interpreter services.
• Provide user feedback when an action is completed correctly.
• Provide translated error messages to support troubleshooting.

Don't

• Use complex layouts, structures or menus. 
• Separate related information across different webpages.
• Provide video or audio information, unless also accompanied by text.
• Use complicated words, figures of speech or long blocks of text.
• Rely on automatic translations. Check translated terms for accuracy.

These are design rules that apply when designing for people with low digital literacy

Do

• Allow users to start and stop processes across different communications channels.
• Accompany key takeaways with clear calls to action.
• Provide clear step by step instructions, to support key information and action points.
• Use progress indicators to show task advancement.
• Provide mobile responsive designs.
• Make it easy to reset passwords and build on tasks.
• Support older browsers and devices.
• Group related content together to improve discoverability.
• Use repeatable icons and visual cues to build user familiarity and confidence.
• Provide equivalent alternatives to auditory and visual content.

Don't 

• Assume users have prior knowledge of digital tools.
• Play videos and audio content automatically.
• Use technical terminology.
• Limit the time available to complete tasks.
• Show error messages to quickly.

Do

• Use common patterns for design components. 
• Use a linear, logical layout.
• Write in plain English.
• Display clear hints and error messages, with appropriate symbols, below text boxes.
• Provide content in a variety of mediums to support different preferences.
• Build in modern coding languages e.g. HTML 5 or later. 
• Ensure code scripts are readable by, and work with, support tools
• Test using keyboards for navigation and different browsers.
• Reduce screen complexity by providing white space and content that is not cluttered.
• Start with accessibility in mind and test regularly throughout the design process.

Don't

• Limit or provide inconsistent touch tap areas
• Provide hint text in boxes that disappear when the box is clicked
• Use complex technical terms
• Quickly ‘time out’
• Force mouse or screen use
• Require excessive validation processes for online applications
• Make dynamic content that requires a lot of mouse movement
• Use decorative or cursive font styles
• Allow video or audio content to play automatically

Do

• Co-design digital services in partnership with First Nations Australians
• Include the three pillars of the First Nations Digital Inclusion Plan 2023-2026: access, digital ability and affordability
• Be transparent about why information is requested
• Use visual ways of communicating that are culturally safe and inclusive
• Allow for nominated support to complete transactions as devices are often shared
• Consider custom design of content and artwork based on location and community
• Build and test for regional and remote areas where internet connectivity may be poor
• Build in mobile first design patterns that don’t consume excessive data

Don't

• Assume or question kinship relations
• Insist on information that might not be easily available
• Display content in wordy paragraphs
• Exclusively use Western/Anglo-Saxon terminology
• Tie service provision to locations through geo fencing (allow for roaming)
• Design data heavy services as this will inhibit users with limited data and service restrictions