The following contains a refined backlog of items for the new website.
This builds on the work previously done on the backlog.
Journey stage | Backlog feature | Description | Comments |
Become Aware | Learn more about my legal problem | Ability for users to read up about Legal Aid, their services and what type of problem they may currently be facing | Users can either go to content pages (accessible via the menu bar) which provide information about the issue and on Legal aid services/support. |
Understand | Be able to trust the support from Legal Aid | Clear, simple and structured website content About us page, Values displayed on the Home page | Achieved through simple to use language and consistency of pages across the website. We’ve developed 5 templates: Templates |
Find the right support and information using the self help tool | Self help tool application embedded into website | Users can learn more about their next steps using the self help tool. The self-help tool is not part of the initial build of the website | |
Find out the potential costs and make a payment | Payment-related information and link to payments platform Payment platform link embedded into website | Business view to not update the existing payments platform. Link to be: https://payment.legalaid.nsw.gov.au/ | |
Find the right ways to get help ('Tools for my problem') | Guided pathways and clear information directing users to the appropriate help | View feature tools for my problem P03 P03. Tools for your problem for details. | |
Find out if I am eligible for the services | Means test embedded into website | May use a SPA embed template similar to P03 P03. Tools for your problem . | |
Join a panel | Information, criteria and process for a practitioner to join a panel | Should be included on the website as a content page | |
Help clients get access to legal support | Legal support contact directory and next steps | Clients get can legal support in different ways:
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Direct and empower clients with accurate information | Time and date markers for website content | Reflected on content pages | |
Access | Access publications, resources and materials | Publication search and view function embedded into website | See P04. Publications for details. Note: there will be minimal changes to the iFrame for the website MVP. |
Order publications | Publication search and order function embedded into website | There will be minimal changes to the iFrame for the website MVP. | |
Access to immediate assistance | Contact page on website | Dedicated content page on the website. | |
Know how to resolve my problem myself | Self help tool and guided pathways embedded into website | Provide different ways for the user to self serve (we’ve created a self help tool banner on the home page to drive traffic). We’ve also embedded guided pathways (known as ‘Tools for my problem’) on relevant content pages: see: P03. Tools for your problem | |
Be able to quickly exit from the website | Quick-exit functionality on webpage | Will appear on certain pages e.g. ones related to domestic violence. See P01. Self help tool for an example of how this is applied on desktop and mobile. | |
Be best prepared to attend court | Guides for preparing for a court date that users can access | Dedicated content page on the website. | |
Access factsheets and precedents | Factsheet and precedent search function | There is a dedicated tab on search called ‘Factsheets’ which would pull from the factsheets database. | |
Access educate myself on Legal Aid standards and policies | Legal Aid standard and policy information content | See new design for policy online P06 P06. Policy Online . This would comprise multiple content pages. | |
Access legal professional development | Legal development information, videos and course content | No change to Legal Aid Learning and Management System https://learning.legalaid.nsw.gov.au/login.aspx?ReturnUrl=%2f - Linked via content pages | |
Access Grants Online | Grants Online embedded or linked through the website | No change to Grants Online platform. This would be a dedicated content page linking to the portal. | |
Know that I will receive payment from Legal Aid | Payment-trust gateway and guarantee from Legal Aid of payment | No change to existing process for payments (payment portal to remain the same) | |
Read information in my own language | Language toggle for user to switch between languages | Language toggle to appear on the website header | |
Track and communicate about my legal matter | Client portal and contact directory for users to track and follow up on their legal matter | No change to existing process | |
Request a talk | Ability for someone to request a talk for their organisation/ institution by filling out a form | See P05. Forms (Complaint form) for details on how online forms should appear on the new website. | |
Read news from Legal Aid | Regularly updated news content on Landing or devoted page | News section to be displayed as a secondary section on the home page. Also as a content page on the ‘About us’ section of the website. | |
Use the webchat | Floating third party webchat embedded into website | See Design Discovery Documentation on recommended changes to the webchat. | |
Be able to search for something | Natural language-enabled search bar | See P02. Search for more details. | |
Be able to contact a lawyer | Contact directory of lawyers | Can be added to the site using the content page template. | |
Tell Legal Aid something | Contact Us directory | Can be added to the site using the content page template. | |
Navigate | Provide feedback on my experience | Feedback form embedded into website | Forms to follow similar design to P05. Forms (Complaint form) complaint form. |
Make a complaint about my experience | Complaint form embedded into website | See P05. Forms (Complaint form) for example complaint form. | |
Receive assistance from a lawyer | Contact directory of practitioners | Can be added to the site using the content page template. | |
Further assistance | Contact us directory and next steps content | Can be added to the site using the content page template. | |
Be able to access resources to support my wellbeing | Wellbeing support page and contact us page | Can be added to the site using the content page template. | |
Understand and act on the grants process | Grants process guide on self-help page | Can be added to the site using the content page template. | |
Manage my own legal matter | Self-help content for users wishing to manage their own legal matter | Can be added to the site using the content page template. |