Case Study: Victorian Ombudsman streamlines complaints handling with Today

Victorian Ombudsman turns 40,000 complaints into action with Today

The Victorian Ombudsman, a public sector accountability body, faced the challenge of managing a high volume of complaints through a traditional website that was not user-centric. Partnering with vendor Today, their goal was to create a more accessible digital experience for complainants while also streamlining their own administrative processes.

Today implemented a solution through co-design workshops with the public and the public service, mapping user journeys and testing prototypes. This evidence-based, user-first design resulted in a new, clearer website that reduced ambiguity for users. The project was recognized with a Good Design Award Gold for Digital Design. Today's work equipped the Victorian Ombudsman with a strategic vision for future improvements, ensuring Victorians feel more informed and confident when making a complaint.

Victorian Ombudsman