Focusing on empathy in website design

The new Tenants Victoria website
Nobody likes to wait for help. Especially for the simple things.
  1. The DIYer — a user who is happy to do their own research to find relevant information and resources to assist their situation. The nature of the user’s issue usually is non urgent or non complex.
  2. The Advice Seeker — a user who can identify the legal issue they’re dealing with, read information about it but still would like to get verbal reassurance from a lawyer.
  3. In person help — a user whose issue is more complex, or they struggle to self serve, who needs help with a conversation or tailored advice. These users are often those who need representation in court. We identified these users as the highest priority for the email or phone service.
The team creating a sitemap for 1,000+ pages
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