Administrative Review Tribunal
The Administrative Review Tribunal website stands as a pivotal access point for Australians seeking to challenge administrative decisions that shape their everyday lives. Our work focused on trauma-informed design to connect people with fair, just, and accessible review processes.
Purpose
The Administrative Review Tribunal exists to uphold government accountability by providing individuals with a clear, supportive pathway to contest decisions - ensuring fairness and justice remain cornerstones of public administration.
Challenge
The previous website had dense information layers and agency-specific language which was a challenge for those with limited English or little experience navigating government services. Any barriers undermine access, increase confusion, and place a greater burden on direct support channels.
We delivered a streamlined website that helps Australians challenge government decisions with clarity and confidence.
Project highlights
- Discovery conversations with applicants and staff shaped clear, evidence-backed pathways for navigating government reviews.
- Cultural inclusion was prioritised at every stage, ensuring respectful content for a wide spectrum of communities.
- Ease of access verified through rigorous, real-world testing, making vital information available to all visitors.
Clearer pathways for applicants
We focused on simplifying the journey for people seeking review of government decisions. By reducing jargon and restructuring content, we made it easier for applicants to find support and understand their options. This clarity means fewer barriers for those unfamiliar with government processes.
Inclusive and accessible design
Our approach was grounded in evidence from research with stakeholders and applicants. We prioritised accessibility, testing against WCAG standards and ensuring the site works for people with limited English or varied backgrounds. The result is a platform that respects and reflects Australia's cultural diversity.
Reduced enquiry burden
By addressing confusing navigation and language, we saw a drop in support requests. Applicants can now access the information they need online, freeing up staff to focus on more complex cases and improving overall service delivery.
Evidence-led delivery
We used prototypes and feedback loops to shape each stage, from early concepts to final build. This method ensured the final product met real needs, not assumptions - delivering practical value for applicants and the broader community.
Supporting government accountability
The new website provides a fair, transparent way for individuals to challenge decisions that affect their lives. This strengthens trust in public administration and upholds the principles of justice and accountability in government services.