Case Study: Acas streamlines conciliation with Axis12

ACAS streamlines conciliation in 6 weeks with Axis12

The customer, Acas (the Advisory, Conciliation and Arbitration Service), a government-funded public body, faced the challenge of streamlining a complex and confusing two-part online form for its conciliation services. This form often misled users into thinking they had completed it after only the first section. Vendor Axis12 was tasked with creating a more intuitive form interface while carefully balancing the promotion of conciliation with maintaining accessibility to employment tribunals.

Axis12 assembled a team of Government Digital Service (GDS) experts to tackle the project, following UK government standards. Through user research and iterative prototyping, they designed a GDS-compliant solution. The new form streamlined the process and provided users with a clear path to free, expedited dispute resolution, saving time and resources while reducing the burden on the justice system.

ACAS