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Rebuilding ipaustralia.au

Rebuilding ipaustralia.gov.au. AANZFTA EWCP IP PE&A Community of Practice Workshop May 2013. Where were we?. We had 14 external websites Average age of the websites - 5 years Internal and external hosting with different providers 35+ business applications

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Rebuilding ipaustralia.au

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  1. Rebuilding ipaustralia.gov.au AANZFTA EWCPIP PE&A Community of Practice Workshop May 2013

  2. Where were we? • We had 14 external websites • Average age of the websites - 5 years • Internal and external hosting with different providers • 35+ business applications • Limited social media and online engagement • Inconsistent look and feel for customers • Out of date information • Did not apply user-centred design

  3. How did we involve users? • User Research • Phone survey with customers, phone interviews with attorneys, online survey with over 1200 responses. • User journeys confirmed and personas created • Prototype testing • 20 user validation interviews with external users • Internal feedback from key customer focused areas • Vision Australia testing (to meet W3C accessibility requirements) • Beta testing • 50 user validation interviews with external users • Internal feedback from key customer focused areas

  4. What did we do? • Supported website users: • 1 corporate website with content tailored to meet our users needs and consistent user experience • Expanded use of social media (YouTube, Facebook, LinkedIn, Flickr) • Developed interactive content to help users understand ‘how to apply’ and an ‘overview of the application process’ • Content governance arrangements • Rewrote all the content in plain-English • Created the same information architecture across all business areas, e.g. patents and trade marks • Review content annually following formal external user research

  5. (D)evolution of the web architecture Where we were

  6. How we rationalised

  7. Where we want to be

  8. Thank you Paul Dobson Director of Communication and Change Management Phone: +61 2 6283 2673 Email: paul.dobson@ipaustralia.gov.au

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