The Victorian Ombudsman website had two critical goals – to meet WCAG 2.0 Level AA accessibility, and integrate seamlessly with the existing complaint management system. Luminary needed to deliver to technical requirements while also creating an engaging, easy to use site that had a timeless look to it.
The planning process began with stakeholder engagement, interviewing staff who interact on a daily basis with the public. From there we were able to devise a streamlined information architecture, bringing the most important content to prominence on the site to assist the public to find what they needed quickly and easily without the need to directly contact the Victorian Ombudsman.
Considerations needed to be made for colour, contrast, text resizing and sensory characteristics, making the wireframe and design phases key to the success of achieving the Perceivable requirements of AA accessibility. During development Luminary focused on Operable and Understandable requirements such as proper headings, language of parts, focus order and ability to pause or play moving images, resulting in a site that delivers to all WCAG 2.0 Level AA accessibility requirements.
The new Victorian Ombudsman website offers a user experience that's completely accessible to all users. The information architecture is helpful and guides users to their answer without the need to call the Ombudsman. If visitors do need to contact the Ombudsman there are multiple paths they can take to engage, including an end to end online process which is fully integrated with a complex case system already in use by the Ombudsman's office. Luminary produced a quality website that met not only a highly diverse audience's needs across multiple devices, but an organisation’s needs for integration and accessibility.
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