Monday June 16, 2025
People-centred and inclusive: The APS Experience Design Principles
On the fifth episode of our APS Reform in Action series, we hear from Laure Yassine and Lisa Jansen from Services Australia, and Carly Harrison from the Australian Public Service Commission, on the development of Services Australia’s APS Experience Design Principles – and how you can apply them, even if you’re not a design expert.
These seven principles – simple, inclusive, tailored, connected, transparent, safe, and trustworthy – help the APS design and deliver people-centred, inclusive services across all channels. Developed through extensive consultation and research, they offer practical guidance for improving both policy and service delivery.
Laure Yassine, acting national manager, Business and Customer Architecture Branch, Services Australia, Lisa Jansen, national manager, Digital Product Design Branch, Services Australia, and Carly Harrison, assistant director, Partnership and Engagement, APS Commission, join host David Pembroke, CEO of contentgroup, to explore how these principles are being embedded across the APS to improve outcomes for all Australians.
Key tips:
1. Start with simplicity – clear communication and plain language make services more accessible for everyone
2. Focus on outcomes. You don’t need to be a design expert to apply these principles effectively
3. Use the principles as a guide. They’re a practical checklist to evaluate and improve services across government.
Show notes
APS Experience Design Principles | aga
Get in touch with the Design Experience Team at Services Australia
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