Parliamentary and Health Service Ombudsman (PHSO)

The redesign and development of the site will help people access PHSO services more easily by structuring the content more clearly through a reworking of their IA. The site also contains an interactive tool that allows users to quickly assess whether they are ready to take their complaint to the Ombudsman.
This tool, placed on the homepage helps users understand the complaints process and signposts them to the correct information while helping PHSO filter enquiries that are not quite ready for the complaints procedure.
During UX and development, the site has undergone extensive usability and accessibility testing with third party specialist testing agencies. The site was user tested under laboratory conditions and the findings of the usability report assisted the organisation in evolving the experience based on user’s needs and wants.
Real-world accessibility testing was undertaken under a variety of conditions so the site and content can be accessed by all.