Department of Immigration and Citizenship

The purpose of the Department of Immigration and Citizenship (DIAC) is building Australia’s future through the well managed entry and settlement of people. It is currently undergoing a multi-million dollar website redevelopment project to meet it’s international obligations and better serve its clients and the nation. 

David Heacock, Dan Macfayden and Peter Wayland are currently consulting to the Department in senior roles on the Web Redevelopment Project.

Task

The current immi.gov.au website is failing to meet both the expectations of its clients in their core task of finding visas and failed to meet the most basic accessibility standards set by the Australian Government. The website needed to be redesigned to create a consistent user experience across multiple systems including complex visa applications, user account management, online health assessments, tourist visa applications, legislation search and migration agent registration.

Solution

Through an extensive series of internal and external research activities and workshops the Department developed a set of user profiles, personas and user journeys for its key client segments. Iterative development of wireframes through to visual design and extensive stakeholder management

Result

The design concepts are receiving strong support and the website is expected to be delivered in late 2012.