UX design and consulting for the Dept of Health & Human Services Victoria

CLIENT

DHHS

The Department of Health and Human Services (DHHS) works to achieve the best health, wellbeing and safety for all Victorians. They’re speeding things up, rebuilding systems, embracing flexibility and creating solutions for today.

BRIEF

Simplify access

Our work with the DHHS supports the delivery of adaptive digital government services. Conduct’s human-centred ethos aligns closely with the Department’s commitment to make transacting with government easy for Victorians. In partnership since 2017, we have implemented a stream of accessible digital experiences.

Map of common service patterns

Conduct lends expertise in design thinking, strategic customer experience design and front-end software engineering. We supplement DHHS’ project team skills through co-location. This supportive method of team augmentation encourages knowledge transfer and two-way capability building.

Over several projects, Conduct established a foundational design library. The library promotes consistent and familiar experiences by repeating similar patterns (think menus, navigation and buttons) across different services. We undertook an accessibility assessment to ensure the design library meets WCAG 2.0 AA in compliance with Government accessibility standards. Built together, this living toolkit allows the DHHS to maintain uniform interfaces across all digital touch points. It’s a shared resource of design components inviting continuous improvement and collaboration.

Central Information Point

To better support frontline human service professionals in assessing the risk posed by perpetrators of violence, we streamlined the workflows to access and gather critical information. CIP replaces the practice of separate calls to relevant agencies. Reports requested via CIP contain information from up to 70 systems. The platform was designed and tested with data security as a priority.

The Family Violence Multi-Agency Risk Assessment and Management Framework

To qualify the platform as WCAG 2.0 AA compliant, Conduct worked onsite with the department to run automated accessibility tests. Additional manual testing validated errors outlined within the automated results. From our analysis, MARAM project stakeholders understood where accessibility rules were being broken, why they were flagged as well as possible fixes.

Victorian Health Incident Management System

Following a phase of iterative UI/UX design and usability testing, Conduct developed the new VHIMS platform to replace a legacy, web-based system. The data collected through VHIMS Central highlights opportunities to improve safety across health services. By removing manual entry processes, reporting time has been reduced by approximately 75% from previous systems.

Housing Vic Digital

The new, digitally-enabled Housing Vic relieves inefficiencies from an experience which, until now, revolved around the send/receipt of physical mail. Conduct worked closely with housing services to remove the pain-points associated with searching for information and waiting for responses; steps often giving rise to feelings of powerlessness in tenants.

Voluntary Assisted Dying

Voluntary assisted dying (VAD) in Victoria includes rigorous safeguards and protections to lawfully support individuals at the end of life. In order to help health practitioners and patients prepare with minimal interruption, Conduct and the department co-designed the digital resource key parties will use to navigate administrative protocols.