OPA website redesign

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The challenge

The Office of the Public Advocate advocates for the rights of vulnerable people. It assists the professionals who support vulnerable people and directly supports vulnerable people and their families. The OPA website was trying to cater to several different audiences by providing the same content in different formats and styles, and often as attachments. The result was a confused website that hosted around 500 mostly hidden pdfs and documents that were rarely accessed. The challenge was to identify and agree the primary audiences and design a website that responded accordingly.

Our approach

Our business and user research included:

  • staff interviews
  • an expert usability analysis of the current website
  • an online study of 25 current users of the website across different audiences
  • online Loop 11 activity tracking
  • analysis of Google Analytics for the past year.

Our content audit included all the documents, factsheets, brochures, and booklets hosted by the website.

We took the time to understand the role and business of OPA so that we could identify content gaps, as well as duplicated and obsolete content.

I really like how it's (the new IA) set up to speak to people with disabilities first and foremost, and then the people that might have impairments in future and then the people that will support them.

User testing participant


We identified:

  • that the key primary audiences; professionals, and vulnerable people and their families, had very different user experience and content needs
  • two new and emerging areas of OPA’s business that needed to be included in the IA to future proof the site

The new website was designed:

  • to clearly delineate between it’s audiences so that professionals could quickly access the information they required and vulnerable Victorians were catered for in their own separate sections
  • to highlight the Public Advocate in order to promote understanding of the important statutory role and better frame the structure of the site
  • to better meet the current and future business needs of OPA
  • with new page templates for content to enable the majority of pdf’s to be incorporated as html pages.

overall SUS

 score of 88.4 


online Loop11