A New Look for the DM Commission.

The DMC’s website played an important role in serving two key audiences: individuals looking to raise a complaint, and organisations seeking guidance on regulatory standards. While the existing site housed a wealth of useful information, it had grown over time into something that was more functional than intuitive. Navigating between sections could feel a little dense, and the structure didn’t always make it easy for users to find what they needed quickly.

In particular, the “Make a Complaint” pathway, arguably the most important function for members of the public, wasn’t as prominent or streamlined as it could be. For individuals unfamiliar with regulatory processes, the journey to submit a complaint sometimes felt more complicated than it needed to be.

The site also hadn’t been fully optimised for mobile or tablet users, which introduced friction for those accessing it on the go. And while the overall tone reflected the organisation’s professionalism, there was room to make the language and layout feel more welcoming and human, especially for users engaging with the DMC at what might be a stressful or uncertain moment.

What the DMC needed wasn’t a total reinvention, but a thoughtful rework, something that retained the integrity of their brand and the depth of their content, while creating a clearer, more approachable experience for every type of user.