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• Who will use this service?
• What are their wants and needs?
• What are their pain points and frustrations?
• What is their current experience with this or other services?
• What devices and technology do they use?

• Customer journey mapping (Digital.NSW)
• Journey maps (Digital Profession)
• Create a discussion guide (Victorian Government Digital standards)
• Putting innovation theory into practice (Observatory of Public Sector Innovation)
• Human-centred design playbook (Victorian Government)
• Human-centred design resources (Queensland Government)

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.

• 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?

• Disability Discrimination Act (1992)
• Web Content Accessibility Guidelines (WCAG) 
• WCAG 2 Overview
• Australian Government Style Manual
• First Nations digital inclusion plan
• Accessibility Toolkit – Vision Australia
• Dos and don’ts on designing for accessibility – Accessibility in government (blog.gov.uk)
• Four Principles of Web Content Accessibility Guidelines (apsacademy.gov.au)
• Online Accessibility Toolkit | Online Accessibility Toolkit
• Accessibility and Inclusivity Toolkit – NSW Government