Criterion 1. Understand how your users access services

Criterion 1 – Understand how your users access services

Make the most of existing access points by understanding where users already go to access digital government services.

Your responsibilities

To successfully meet this criterion, agencies need to:

know where your users go to access government services online
evaluate if existing access points are fit for reuse for your service.

When to apply

Apply Criterion 1 during the Discovery phase to gain a deep understanding about your digital service users and any benefits gained from leveraging off an existing access point.

Questions for consideration

Who are the target users of the new service?
How are the intended users of the new service currently accessing government services online?
Is there an existing access point already familiar to the users?
Have you explored ways to overcome current blockers for your users when they are accessing digital services?

How to apply criterion 1

Understand your users’ interactions: Do research to understand where users already go to access similar digital services across government. Map the user’s journey to create a deeper understanding of how they engage with digital platforms. Take stock of the platforms or capabilities that could be used to support a better digital experience (see Criterion 3).
For replacement services, while the existing access point may be assessed as the best option, there may be instances where the replacement service could be consolidated with an alternative access point such as an agency website. When designing replacement services, consider if there is an opportunity to use another existing access point, for example a replacement service for individuals accessed through myGov.
Increase discoverability: Consider how to increase the visibility of the service by understanding where users access government information and services. Understand the navigation pathways users take and use these to maximise discoverability of the service.
Assess existing access points: Identify existing access points that users interact with (also see Criterion 3). Determine if any existing access point will be fit for purpose for users of the digital service (see also Criterion 4).
Know the context: Consider if the context is appropriate and if reusing an existing access point is the sensible approach. Determine whether incorporating the service as part of an existing platform enhances user experience.
Understand the requirements: Consider factors such as the capabilities and requirements for the digital service and how existing access points might meet these requirements. Understand if there are specific requirements that stand out for the users.
Assess the investment: Consider if an investment is required to provide access to the new service through an existing platform, either to uplift an existing access point, or further investment in the new service itself. Investigate cost-effectiveness to determine if reuse would be cost-prohibitive.
Share learnings: Collaborate with other agencies to consider lessons learned and user insights to help inform continuous improvement of digital experiences across whole-of-government.

Guidance to understand how your users access services

Conduct user research to understand how your target users access government services online.
Use methods and tools such as:
- interviews, surveys, observation or analytics to gather data on your users' needs, goals, expectations, and behaviours
- existing research from other agencies or sources that are relevant to your service
- past research reports, journey maps or project summaries from historical internal documentation, internal databases, project archives or management systems
- relevant studies or research papers, from academic and industry journals
- professional networks and opportunities to engage with experts and practitioners across the APS to share research findings, reports and insights.
Access points are digital entry points such as websites, portals, or apps.
Identify the access points users are familiar with and analyse the strengths and weaknesses of these access points to determine how they fit with your users' needs, goals and expectations.
Embed and apply user research into tools to simulate the current user experience.
Such as:
- user personas
- journey maps
- visualisations of user interactions with government services.
Once you understand the current state and how your users access government services online, evaluate if any existing access points are suitable for your new service.
Do this by:
- considering factors such as user experience, context, cost, and feasibility
- using the relevant decision-making framework (criterion 4) in the Digital Experience Toolkit to assess if you can reuse an existing access point or if you need to create a new one.
Document your findings and recommendations to apply criterion 1. To do this:
- provide evidence to support your decisions
- show how you have considered user needs, existing access points and whole-of-government objectives
- use the Digital Investment Overview (DIO) Data Collection form to report on how you have met the criterion
- use the Digital Capability Assessment Process (DCAP) template to report on how you have met the criterion.
Combining user research efforts across the DX Policy and its standards can help to reduce duplication and the cost of research.

Digital Access Standard