VICTORIAN LEGAL SERVICES
Usability testing was conducted on the Victorian Legal Services Board + Commissioner website to assess the content and structure of their recent redesign.
About
The Victorian Legal Services Board and Commissioner (VLSB+C) is an independent regulatory authority responsible for overseeing the legal profession in Victoria, Australia. VLSB+C handles complaints, provides guidance to both lawyers and consumers, regulates legal practice, and promotes access to justice across the state.
For this short project, the Victorian Legal Services Board + Commissioner engaged us to conduct user research and testing on their current website.
Project Length
Three Weeks
Tools
Miro
Deliverables
Report
My Role
UX Research
Project Goals
In early 2020, VLSB+C delivered a new website with an updated look and feel as well as significantly more functionality.
1. This research aimed to identify user pain points and opportunities, and validate whether the applied changes were working as intended.
Design Process
We started with a heuristic evaluation of the VLSB+C website to see how well the recent update aligned with best practices and usability standards. This allowed us to assess the site’s overall content, structure, and usability for its two distinct audiences: consumers and legal professionals.
We then conducted moderated usability testing sessions with each user group—consumers were asked to navigate the site for resources and information, while lawyers focused on finding regulatory information and renewal processes. These sessions provided valuable insights into user behaviours and specific needs across both audience types.
Impact
Our testing confirmed that the updated site was generally intuitive and accessible, reflecting the team's effort in making it user-friendly.
However, we identified specific areas for further enhancement to better meet user needs, particularly around navigation and resource access. These insights were compiled into a final report, providing actionable recommendations to refine and optimize the website experience for both consumers and lawyers.
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