Case Study - Department of Immigration & Multicultural Affairs
The Challenge:
In 2006 DIMA undertook the major task of redeveloping its website, striving to assist users to self-help rather than have to contact the Department.
In 2006 DIMA undertook the major task of redeveloping its website, striving to assist users to self-help rather than have to contact the Department.
Our Approach:
› One-on-one user testing
The Outcome:
› Call centre traffic has fallen dramatically and now represents a small fraction of
previous levels – a huge success for the Department.
