Streamlining the reporting process to support the VET sector

The Australian Skills Quality Authority (ASQA) is Australia’s national regulator for vocational education and training (VET), one of its mission’s is to uphold the integrity of the VET sector.

Training providers and students could report fraud and serious misconduct to ASQA through two forms: Tip-offs and Complaints. However, both forms were outdated, overly complex, not responsive and riddled with usability issues, creating frustration for users and inefficiencies for internal teams.

The goal was to streamline the process, improve usability, and reduce the burden on all stakeholders.

Impact

Through the streamlining and redesigning of the Tip off and Complaints forms, the new reporting experience delivered immediate results within a month of release:

• 166% increase in completion rates

• 25% surge in usability (SUPR-Q composite score)

The design