Australian Government Architecture
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Type

Design

Reference

Applicable from

1 Jun 2025

Mandate

Endorsed

Status

Core

Responsible agency

Services Australia

Reuse category

Guidance

APS Experience Design Principles Handbook

Direct link: architecture.digital.gov.au/sites/default/files/2025-07/APS_experience_design_principles_handbook.pdf
Responsible agency: Services Australia
Last updated: June 2025

The handbook helps Commonwealth entities understand and implement the APS Experience Design Principles. The handbook provides practical tips to improve customer experience when designing new services or improving existing ones. It includes information on applying the principles, design criteria, consideration and examples of best practice design.

All government bodies, including state, territory and local government organisations, can use the handbook to assist with implementing the principles. 

To provide ideas, feedback or comments, or for more information, please email the Services Australia CX Standard team CXStandard@servicesaustralia.gov.au.

Capabilities

This design is part of the following capability.
CAP30

Web Content Management (Business)

CAP23

Web Content Management (Individual)

Policies

This design can be relevant to meeting the requirements of the following policies.
POL38

Digital Experience Policy

Standards

This design can be useful in achieving the intent of the following standard(s).

APS Experience Design Principles

STA63
The APS Experience Design Principles support the Australian Public Service to design and deliver people-centric and inclusive policies and services. They provide guidance for embedding human-centred design approaches into the creation of new services and the improvement of existing ones – elevating…
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