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Australia’s First Online Family Violence Intervention Order Application

By

  • Today
  • Magistrate\'s Court of Victoria

Description

More than 85,000 family violence intervention orders (FVIO) are filed each year across 52 courts in Victoria. Up until now, the FVIO form has been paper-based and processed manually, resulting in numerous complexities for applicants who successfully lodge a form and potentially even more for those unable to complete the process.

We worked with the Magistrate’s Court of Victoria to design and implement the first online FVIO form in Australia. A complex paper-based application of over 12 pages was brought into a streamlined online experience allowing a safer and more efficient experience for violence survivors.

Key Features

1

To ensure quality of design we undertook an in-depth discovery process followed by a period of design research; speaking with representatives of domestic violence victims, allied health workers and advocacy groups.

Our research revealed that the experience to process FVIO forms was also in need of improvement. We created a solution that ensures registrars processing applications can now prioritise form data relevant to them, includes a robust search function, and highlights important, unallocated and pending applications. We integrated an alert system for applications that hadn\’t progressed in a while, helping reduce the chance of an important case slipping through.

2

We designed and built a new way for Victorians to access online assistance during family violence. From a vast set of—necessarily—complicated requirements, we were able to deliver a robust user application form and a streamlined portal for court registrars—improving the service experience and bringing people greater access to a much-needed service in times of crisis.

As of early 2020, this is the first online form for a family violence intervention order in Australia. We are working with the Magistrate’s Court of Victoria to help enhance the form and design and facilitate a change management program across Victoria’s 52 courts.

3

Designed for social good, this project is a big breakthrough for the prevention of family violence. Taking an arduous paper form and producing an efficient and thoughtful online experience will have a positive impact on help-seekers and the people that are doing their best to assist them.

We worked closely with the Court Services IT, designing, developing and delivering a robust solution passing all Victorian Government security and legal standards.

4

Applicants can feel heightened concern about the consequence of the answers they give, or feel overwhelmed by the number and/or wording of questions. We were conscious that applicants needed to feel supported when interacting with the FVIO. This included simplifying the form into everyday language to reduce cognitive load and removing questions that cause anxiety or give false expectations.

An important feature is the inclusion of a quick exit button that is present throughout the entire form experience. Allowing applicants to fill out the form over a number of sessions, maintain their privacy and prioritise safety and wellbeing.

5

“We engaged Today to design and deliver digital user research, UX design, build, cloud hosting and release services for a highly complex online form, incorporating back-office workflow and integration with our legacy case management system.

Their insightful user research informed the redesign of the prototype online form to significantly improve the user experience, reduce user data entry and streamline the form pages.

They worked collaboratively to ensure successful online form technical build and integration, adjusting their approach to accommodate our evolving business requirements to ensure maximum benefit to the client and our operations.”

Richard Hodge, Manager Court Experience, MCV

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