Criterion 3. Leave no one behind

Criterion 3 – Leave no one behind

A deliberate effort to challenge assumptions and design for marginalised users will ensure the service is inclusive, accessible and useful for all.

Your responsibilities

To successfully meet this criterion, agencies will need to:

understand the diversity of your users
comply with legislation and standards, including the:
- Disability Discrimination Act 1992
- latest version of the Web Content Accessibility Guidelines (WCAG)
- Australian Government Style Manual
implement a feedback mechanism.

When to apply

Apply Criterion 3 during the Discovery and Alpha phases and build upon the understanding of users developed in Criterion 2 (‘Know your user’). This criterion will extend outcomes to cater for the needs and unique challenges facing different user groups.

Adhere to this criterion in all phases of the Service design and delivery process to keep up with changing user needs.

Questions for consideration

Who are the users that will use the service?
Which types, if any, are disproportionately affected?
How can agencies track impact on different types of users?
What cultural, language, access or socioeconomic barriers need to be planned for?
How will agencies make the service inclusive and accessible for all?
How are the voices of marginalised and vulnerable users being heard?
How will the service be available for people who can’t use digital?
Can existing inequalities be prevented in a digital world?

How to apply criterion 3

Conduct segmented user research: Go broad and deep on the learnings from Criterion 2 (‘Know your user’) by conducting targeted and ethical user research. Make sure the service captures and responds to unique circumstances and needs.
Use data-driven insights: Collect and analyse information about different users to understand the different barriers they might experience when using the service. Eliminate these barriers through design and validate the effectiveness of solutions with real-world users.
Include non-digital users: Test how easily users can access the service to understand the impact of the digital divide. Make sure those users have a voice in decisions affecting them. Design omni-channel pathways that cater to non-digital access and experiences that some users rely on to access government services.
Form partnerships: Some types of users are under-represented in research, may be difficult to reach or require different or tailored engagement approaches. If this is the case, collaborate with other agencies, community groups or the private and not-for-profit sector to reach them.
Use existing standards as a baseline: Comply with legislation and standards to make sure the service uses best practice and meets the expectations for government services. Consider any specific legislation or policies relevant to the service as well as the Disability Discrimination Act 1992, the Disability Services and Inclusion Act 2023, the latest version of the Web Content Accessibility Guidelines (WCAG) and the Australian Government Style Manual.
Offer content in alternate formats: Offer content in different mediums, such as text, images and audio and segment long documents or tutorials into chunks. Provide human-validated multilingual support for critical information. Evaluate the service with users who depend on assistive technology, integrate their feedback and resolve pain points through design.
Consider different platforms: Comprehensively test the service across devices and platforms users may access it through prior to launch. Anticipate how content will appear on different devices in designs and assess whether platform-specific interfaces support or fail to meet accessibility standards.
Design for affordability and connectivity: Design and develop the service to use as little bandwidth and data as possible. Where it suits the service, make it cache for offline access or offer downloadable, print-friendly versions of critical content.
Use accessible language: Use plain language in both the content and user interface to make sure the service is usable by all. Replace niche terminology or jargon with widely understood terms. Always adhere to the Australian Government Style Manual and plain language guidance.
Incorporate feedback: Give users the ability to provide feedback, report issues and suggest service improvements. Act promptly on feedback and provide timely, transparent responses describing how it’s being actioned.
Raise awareness of the service: Plan an ongoing awareness campaign and deploy it across a variety of channels to reach users. Consider training frontline staff so they can inform, suggest or demonstrate the service to people.

Guidance to leave no one behind

To meet criteria 3 of the Digital Service Standard, refer to the Digital Inclusion Standard. The Digital Inclusion standard is an extension of criteria 3 of the Digital Service Standard.

Digital Service Standard