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First Nations people
Do’s:
- Co-design digital services in partnership with First Nations Australians.
- Understand, engage and follow up with the community.
- Include the three pillars of the First Nations Digital Inclusion Plan.
- Be transparent about why information is requested.
- Use visual ways of communicating that are culturally safe and inclusive.
- Allow nominated support to complete transactions as devices are often shared.
- Consider custom design of content and artwork based on location and community.
- Build and test for areas with poor internet connectivity.
- Use mobile-first design patterns that minimise data consumption.
- Write in plain English.
Don’ts
- Assume or question kinship relations.
- Insist on information that might not be easily available.
- Display content in wordy paragraphs.
- Exclusively use Western/Anglo-Saxon terminology.
- Tie service provision to locations through geofencing (allow for roaming).
- Design data-heavy services as this will inhibit users with limited data and service restrictions.
- Have a pre-conceived area/idea of what will work.
- Assume what has worked in one community will work in another.
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Veteran community
Do's:
- Use a linear, logical layout to make it simple for users.
- Provide clear step by step instructions, to support key information and action points.
- Give users choice and control options e.g. communication/contact methods.
- Consider imagery and videos used to ensure it is appropriate and respectful.
- Ensure that the diversity of the veteran community is represented in images and videos e.g. three services, gender, cultural background etc.
- Reduce the amount of time a client needs to spend navigating processes.
- Write with warmth, respect and sensitivity.
- Avoid labels, contentious terms, jargon or distressing language.
- Limit opportunities for messages to be misunderstood or cause distress.
- Explain why certain information is required to complete tasks.
Don'ts
- Make users re-explain sensitive circumstances across government services.
- Assume users have prior knowledge of digital tools.
- Play videos and audio content automatically.
- Use complex, bureaucratic or overcomplicated language. If used, define it.
- Separate related information across webpages.
- Display content in wordy paragraphs.
- Overuse formatting as it can be confronting e.g. bold, capitals, exclamation marks, red text.
- Hide any security or safety features of the site or app.
Connect with the digital community
Share, build or learn digital experience and skills with training and events, and collaborate with peers across government.