Organise service explanations, business information and customer communication. Explain suitability before comparison and the next step.
Content to prepare
Eligibility, fee explanations, risk information, document dates and contact routes. Record sources, update dates and owners and mark missing material explicitly.
From browsing to action
Follow a real task through entry, listing, detail and contact. Explain requirements before enquiries or purchases and validate the same journey on mobile and with a keyboard.
Related design commentary
Organise service explanations, business information and customer communication into a clear website experience that helps visitors understand the offering and find their next step.
Vanguard Australia Service Design Project · Design showcase
Examine information, application and ongoing support together in service design, with ownership and feedback at handovers.
Eftsure · Design showcase
Connect a software product's problem, capabilities and workflow, separating demo requests from resources.
Netwealth · Design showcase
Separate adviser and individual journeys on a professional platform, distinguishing capabilities, resources and accounts.
RedZed · Design showcase
Explain specialist financial services through customer situations and process, with conditions before enquiries.
Money3 · Design showcase
Explain financial service eligibility, process and cost information before applications and document collection.
Legalsuper · Design showcase
Separate plan information, resources and account actions on a member site, explaining complex concepts in short passages.
ANZIIF · Design showcase
Connect professional courses, events and industry resources through consistent categories and learning goals.
LUCRF Super · Design showcase
Maintain stable resource categories and frequent member actions without allowing updates to displace core tasks.
Avant · Design showcase
Provide distinct routes to professional support, products and resources, maintaining continuity across sign-in.
EBM RentCover · Design showcase
Compare audiences, scope and process, giving terms and enquiries distinct purposes.
Australian Seniors Insurance Agency · Design showcase
Arrange insurance content around coverage, eligibility and questions, keeping limitations near the relevant explanations.
Maple-Brown Abbott · Design showcase
Distinguish institutional information, strategies and resources, retaining dates and definitions for data.
Vanguard Index Chart Challenge · Design showcase
Explain a chart's time range, measures and interaction rules, with readable text alternatives.
NGS Super · Design showcase
Use life-stage routes for member services, with complete informational and account journeys.
IFM Investors · Design showcase
Layer institutional investment scope, strategies and resources, with dates and definitions alongside data.
Equip Super · Design showcase
Maintain clear boundaries between member overviews, comparisons and personal actions, with relevant explanations nearby.
Hume Bank · Design showcase
Connect everyday financial tasks, product information and service locations through stable, familiar routes.
Practical notes
Bringing security requirements into website scope
Inventory data, access roles, suppliers and processing flows, then have the responsible compliance team confirm applicable requirements. A general website brief cannot establish institutional compliance.
Financial services · Working details
Organise service explanations, business information and customer communication into a clear website experience that helps visitors understand the offering and find their next step.
Brand positioning
Project discipline
Define brand positioning responsibilities, inputs, collaborators and review outcomes. This page describes a discipline; staffing is agreed for each project.
Accessibility checks
Project discipline
Define accessibility checks responsibilities, inputs, collaborators and review outcomes. This page describes a discipline; staffing is agreed for each project.
Tool permissions
Project discipline
Define tool permissions responsibilities, inputs, collaborators and review outcomes. This page describes a discipline; staffing is agreed for each project.
Service copy
Project discipline
Define service copy responsibilities, inputs, collaborators and review outcomes. This page describes a discipline; staffing is agreed for each project.
Account permissions
Project discipline
Define account permissions responsibilities, inputs, collaborators and review outcomes. This page describes a discipline; staffing is agreed for each project.
Related services and platforms
Organise service explanations, business information and customer communication into a clear website experience that helps visitors understand the offering and find their next step.
Discovery
Deliver an input inventory, research questions, current issues and scope boundaries. Separate assumptions rather than estimating from reference page counts alone.
Brand websites
Deliver home, services or products, about, contact and agreed supporting pages. Organise around understanding and enquiries and adapt the design to real material.
Digital strategy
Deliver a goal-to-task map, page priorities, metric definitions and a near-term roadmap. Agree the main customer task before deciding the first pages.
Digital design
Deliver compositions, typography, colour, imagery rules and responsive guidance. Validate real copy and mobile reading order before extracting shared components.
Content planning
Deliver a content inventory, titles, summaries, body structure and ownership. Separate explanation, evidence and action and record missing inputs.
Web hosting
Assess static delivery, dynamic requests and stored data separately, including account ownership, logs and recovery.
Explain the business clearly and give every visit a direction.
Shape the project
Organise service explanations, business information and customer communication into a clear website experience that helps visitors understand the offering and find their next step.
Practical notes
How to choose the right CMS
Use an article, product and approval as sample tasks. Have real editors author, preview and restore content and record assistance and maintenance costs.
Practical notes
Building a martech stack
Map acquisition, content, email, analytics and customer records, including existing tools. Before adding a system, check export, synchronisation and maintenance ownership.
Practical notes
Plan human review for AI content
Generating a whole website and then looking for someone to check it encourages a rushed review. Decide beforehand which material is available, which statements need approval and who can publish the result. The draft can then be built around information that is possible to verify.
Practical notes
How to create a digital strategy roadmap
Separate current problems, near-term improvements and later experiments, with owners and evidence. Keep the rationale for roadmap changes traceable.
Practical notes
How to perform a website audit
Sample navigation, copy, images, forms, search and mobile tasks. A successful response establishes reachability, not correct content or behaviour.
Practical notes
How to brief a digital agency
State the business, audience, pages, available material and decision-maker. Clarify budget and timing conditions and identify specific reference sections.
Planning headless CMS content
Download this editable planning headless cms content to record current work, open questions and owners. OXOAK examples can be adapted to the project.
Digital product design workbook
Download this editable digital product design workbook to record current work, open questions and owners. OXOAK examples can be adapted to the project.
Practical notes
Why conducting a content audit is essential
Record URL, topic, owner, validity and action. Distinguish duplicates, outdated material and unsupported claims rather than deciding from traffic alone.
