CX Lead | Digital Inclusion Strategy

I conceived and led the creation of a foundational Digital Inclusion Strategy for a large federal government department the first of its kind within the organisation designed to guide its ongoing commitment to delivering equitable, accessible, and inclusive digital services for all Australians, regardless of age, background, ability, or circumstance.

This was my original concept, developed in close collaboration with a junior service designer I mentored throughout the process. Together we co-authored the strategy with input from cross-agency partners, ensuring it reflected both sector best practice and the realities of delivering services to diverse and vulnerable communities.

The strategy articulates a clear vision: that inclusive design is not a discretionary consideration, but a responsibility embedded at every stage of digital service delivery. Since its adoption, it has become a cornerstone document across the department empowering staff to advocate for inclusion, make informed design decisions, and contribute meaningfully to closing the digital divide, including for First Nations communities.

This work reinforced my belief that true inclusion requires more than accessibility compliance it demands a long-term organisational commitment to listening, learning, and evolving as community needs change.