Rebuilding ipaustralia.gov.au AANZFTA EWCP IP PE&A Community of Practice Workshop May 2013
Dec 30, 2015
Rebuilding ipaustralia.gov.au
AANZFTA EWCPIP PE&A Community of Practice WorkshopMay 2013
Where were we?
• We had 14 external websites• Average age of the websites - 5 years• Internal and external hosting with different providers• 35+ business applications• Limited social media and online
engagement• Inconsistent look and feel for
customers• Out of date information• Did not apply user-centred design
How did we involve users?• User Research
– Phone survey with customers, phone interviews with attorneys, online survey with over 1200 responses.
– User journeys confirmed and personas created
• Prototype testing– 20 user validation interviews with external users– Internal feedback from key customer focused areas– Vision Australia testing (to meet W3C accessibility requirements)
• Beta testing– 50 user validation interviews with external users– Internal feedback from key customer focused areas
What did we do?• Supported website users:
– 1 corporate website with content tailored to meet our users needs and consistent user experience
– Expanded use of social media (YouTube, Facebook, LinkedIn, Flickr)
– Developed interactive content to help users understand ‘how to apply’ and an ‘overview of the application process’
• Content governance arrangements– Rewrote all the content in plain-English– Created the same information architecture across all
business areas, e.g. patents and trade marks– Review content annually following formal external user
research
(D)evolution of the web architecture
Where we were
How we rationalised
Where we want to be
Thank youPaul DobsonDirector of Communication and Change ManagementPhone: +61 2 6283 2673Email: [email protected]