Public Transport Ombudsman.
The Public Transport Ombudsman (PTO) is Victoria's independent dispute resolution body for public transport complaints. Spicy Web was engaged to design and develop a new website to coincide with the launch of the organisation's refreshed brand identity — delivering a digital experience that is welcoming, intuitive, and genuinely accessible.
Industries
- Public Services
Services
Project Background
The PTO serves a diverse community — many of whom may be experiencing frustration or distress when they arrive at the website. That context shaped every decision from the outset. The site needed to do more than simply look the part; it needed to feel considered, clear, and easy to navigate for everyone, regardless of ability, language, or device.
With the organisation's new brand identity ready to launch, the opportunity was there to build something from the ground up that reflected the PTO's mission and values at every level — from content mapping through to technical implementation.
Our Approach
Accessibility was embedded into the foundations of this project. We avoided third-party overlay widgets entirely, opting for genuine, code-level accessibility throughout. Every feature and interaction was considered through an accessibility-first lens — resulting in a comprehensive set of inclusions across the site.
Key accessibility features include:
- Multilingual functionality
- Screen reader labels for icon-only buttons and links
- Full keyboard and screen reader navigation across the entire site
- Underlined links so users can identify them without relying on colour
- Reduced motion support for users with vestibular sensitivities
- Font sizing that respects user settings and page zoom
- Proper field labels on all forms, avoiding placeholder text — an evidence-based decision informed by Nielsen Norman Group research
- Specific, descriptive error messaging paired with text so colour is supplementary
- Skip-to-content functionality
- Correct heading hierarchy and meaningful alt text throughout
- Annual reports with text summaries and multiple download formats (PDF/Word)
Project Outcome
The PTO's new digital presence is clean, modern, and inviting — and one of the most thoroughly accessible sites in our portfolio. Accessibility and visual quality work hand in hand here. The site communicates critical information clearly, guides users through complex processes with confidence, and reflects an organisation that genuinely puts its community first.
