Evaluating standard letters and forms

Department of Veterans' Affairs

The Department administers a Motor Vehicle Compensation Scheme that provides modified vehicles to assist with the transport needs of eligible non-serving personnel. Modified vehicles include those with re-positioned driver controls or wheelchair access.

The Department wanted to assess the effectiveness of administrative letters and forms associated with the Scheme.

Rob worked with Julia Donohue to facilitate a focus group and several on-on-one product test interviews with representatives of various ex-service organisations such as the RSL, Legacy and the Australian Vietnam Veterans’ Association. Rob also worked with Janice Leong to develop some prototypes of alternative formats. These allowed users to compare the current letters with possible new ones so they could say which ones were easier to understand.

User feedback will help the Department ensure that clear, readable and informative documents benefit both clients and staff.

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