Advisory, Conciliation
and Arbitration Service
The clientanchor
Acas, the Advisory, Conciliation and Arbitration Service
Acas acts as a vital resource for navigating workplace conflict. With a mission to enhance relationships between millions of employers and employees annually, Acas serves as an independent public body funded by the government.
One of its core functions is to provide free conciliation services, a mandatory step preceding employment tribunal claims. By steering individuals towards conciliation, Acas not only facilitates smoother dispute resolutions but also contributes to reducing costs for taxpayers.
The challengeanchor
Streamlining the Conciliation Process
The biggest challenge we faced in our project with Acas was simplifying their very complex online form. Divided into two parts, the form often led users to believe they had completed it after finishing only the initial segment. To alleviate the confusion we created a more intuitive form interface.
Additionally, while promoting conciliation was a key goal to minimise the burden on the justice system, it was imperative to maintain accessibility to tribunal proceedings. Striking this delicate balance became paramount in our solution design process.
The solutionanchor
Navigating Government Standards with GDS Expertise
To tackle these challenges effectively, we followed the UK government's guidelines for public-facing projects, involving a thorough GDS (Government Digital Service) assessment. This assessment ensured our alignment with the established service standards and best practices. Central to our approach was assembling a team of GDS experts, including seasoned user researchers and UX designers well-versed in crafting GDS-compliant services.
Our journey began with comprehensive user interviews, delving into the nuances of user experiences and pain points. Through rigorous analysis and iterative prototyping using tools like Figma, we honed in on a solution that encapsulated Acas's objectives while catering to user needs. Key principles guiding our process included understanding user needs, delivering comprehensive solutions, simplifying user interactions, ensuring inclusivity, and fostering a multidisciplinary team dynamic.
Outcomesanchor
Empowering Users with Efficient Dispute Resolution
The resulting solution not only streamlined the form completion process but also offered users a clear path to resolving disputes without resorting to employment tribunals. Early conciliation services, facilitated by Acas conciliators, emerged as a pivotal offering, providing free and expedited dispute resolution within a six-week timeframe. This approach not only saves time and resources but also empowers users with a range of options for resolving disputes effectively.
In essence, our collaboration with Acas exemplifies the power of user-centric design and adherence to government standards in delivering impactful digital solutions. By navigating challenges with precision and prioritizing user needs, we've contributed to enhancing the efficiency and accessibility of Acas's conciliation services, ultimately benefiting both individuals and the broader justice system.
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