The Victorian Health Complaints Commissioner receives a website overhaul

The Health Complaints Commissioner (HCC) is an independent body responsible for resolving complaints about healthcare and the handling of health information in Victoria. They also investigate matters and review complaints data to help health service providers improve the quality of their service.

Icon was originally appointed by the HCC in 2016 to design their new brandmark and website, and we re-appointed in late 2020 to upgrade the website to the Drupal 9 CMS.

CMS upgrade opportunities are an excellent opportunity to fine-tune the user experience, which is exactly what Icon was tasked with as part of the rebuild.

Starting with stakeholder discovery sessions, we then moved to data analysis, a content review, and treejack testing to refine the information architecture. Wireframe prototype designs were produced to test and refine user flows, and the interface design and key template layouts were refreshed and updated. The new Drupal 9 CMS was customised to make building and maintaining new pages far easier for the client’s web team.

To see the new HCC website in action visit