Health

The Australian Federal Attorney General’s Department

USER TESTING - EXISTING WEBSITE / DESIGN PROTOTYPE / STAGING
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Stage One

Existing website testing

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Stage Two

Design Testing

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Stage Three

Staging Testing

About the Company

The Australian Federal Attorney-General’s Department plays a vital role in maintaining and improving the nation’s legal and justice systems. As part of the Commonwealth Government, the department works to uphold the rule of law, protect rights and freedoms, and support access to justice across the country. Through the Australian Government Solicitor (AGS), the department also delivers high-quality legal services to the government, including expert legal advice and representation. The Attorney-General’s Department is instrumental in shaping legal policy, legislative reform, and the integrity of Australia’s justice framework.

Objectives

  • Identify Usability Issues: Evaluate how users interact with the new reproductive surrogacy advice website to uncover navigation and functionality challenges.
  • Improve Content Clarity: Pinpoint areas where official information may be confusing or difficult to understand, and recommend ways to improve plain language use.
  • Ensure Accessibility: Assess whether the website meets Australian accessibility standards to support users of all abilities.
  • Support Informed Decision-Making: Ensure the site effectively communicates key legal and procedural information to help users make informed choices.
  • Build User Trust: Present government advice in a clear, consistent and authoritative manner to reinforce public confidence.

Results

Timely User Insights

Delivered insights into the priorities, mental models, and comprehension barriers experienced by potential users of the surrogacy website.

Informed Iterative Design

Supported the client in refining content and structure based on user feedback gathered during research.

Post-Implementation Review

Conducted a follow-up review after changes were applied, identifying unintended side-effects that could be addressed before launch.

Proactive Recommendations

Provided actionable suggestions to resolve remaining issues and further improve user experience prior to go-live.

Our Approach – Discovery and Research

  • Developed a Targeted Test Plan: Designed tasks to assess users’ ability to find key information and understand it in detail.
  • Focused on Real-World Scenarios: Framed tasks to reflect situations users may encounter when seeking surrogacy-related information.
  • Recruited Relevant Participants: Engaged individuals with both personal and professional interest in reproductive surrogacy to ensure meaningful insights.
  • Evaluated Comprehension and Navigation: Observed how participants located, interpreted, and acted on information across the website.
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Our Approach – Discovery and Research

  • Developed a Targeted Test Plan: Designed tasks to assess users’ ability to find key information and understand it in detail.
  • Focused on Real-World Scenarios: Framed tasks to reflect situations users may encounter when seeking surrogacy-related information.
  • Recruited Relevant Participants: Engaged individuals with both personal and professional interest in reproductive surrogacy to ensure meaningful insights.
  • Evaluated Comprehension and Navigation: Observed how participants located, interpreted, and acted on information across the website.
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Our Approach – Testing and Analysis

  • Moderated and Unmoderated Sessions: Conducted a mix of live (moderated) and independent (unmoderated) usability sessions to gather diverse user insights.
  • Device Variation: Tested the website across both desktop and mobile devices to ensure a responsive and consistent experience.
  • Iterative Testing Approach: Performed initial testing on the draft website, followed by additional evaluations after incorporating recommended improvements.
  • Insight-Driven Analysis: Analysed user interactions to assess usability, comprehension, and the effectiveness of content and layout changes.
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Findings

  • Diverse User Perspectives:
    Engagement with the website varied significantly based on users’ personal connection to surrogacy.

    • Individuals considering surrogacy found the content emotionally confronting, judgmental in tone, and lacking in practical guidance.
    • Users without a direct stake viewed the site as informative, offering helpful legal context and background.
  • Layout and Readability Issues:
    The current page layout posed challenges for users who prefer concise content, with long paragraphs making it difficult to extract key messages quickly.
  • Intimidating Legal References:
    Prominent links to legislation, Acts, and UN reports appeared overwhelming or off-putting to some participants, reducing their willingness to explore further.
  • Action Taken:
    Delivered seven high-priority recommendations aimed at improving clarity, tone, usability, and user engagement.
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