Improving the experience for first-time business owners seeking government information
The challenge
The business.gov.au website offered two separate resources to help users start a business: the Starting a Business Checklist and the Guide to Starting a Business. However, significant overlap between the two created confusion and reduced their overall effectiveness.
User research revealed that:
- Users were unclear about the difference between the two resources.
- Many didn’t understand which one to use—or whether both were needed.
- While the Guide was valued for its structured navigation and expandable content sections, the Checklist was praised for its upfront information and checklist format.
The solution
The new design combines the strengths of both original resources to create a cohesive and user-friendly experience:
- A clear side navigation enables easy movement between sections and helps users maintain their place in the guide.
- Each topic begins with a brief summary, followed by links to more detailed information for those who need it.
- Checklist items are embedded within each topic, allowing users to track their progress in a more focused way.
The result was a clearer, more useful product for users—one that guided them step-by-step through the startup process while offering flexibility, clarity, and improved usability.