Engagement
NZ
Justice Services Digitisation
Ministry of Justice Wellington, New ZealandJan 2021 — Jul 2021
Business analysis support for digitisation of public-facing justice services, focusing on accessibility and bilingual experience.
Public Sector
Digital Services
Accessibility
UX
Context
MoJ public services had inconsistent digital forms, low accessibility scores, and limited bilingual support — creating barriers for vulnerable users.
Challenge
Redesign priority service flows to meet WCAG 2.1 AA, support te reo Māori end-to-end, and reduce drop-off without changing legal substance.
Role
Business Analyst — service design and requirements.
Actions taken
- Ran 12 user research sessions including assistive-tech users
- Authored content and field-level requirements with legal sign-off
- Defined accessibility acceptance tests for each release
- Partnered with translators for bilingual content patterns
Impact
Cut form completion time from 22 to 8 minutes
- Form completion time down from 22 to 8 minutes (median)
- Accessibility audit score: 71% → 96% pass rate
- Bilingual te reo Māori coverage on 100% of priority forms
- Drop-off rate on key form reduced from 38% to 12%
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