The Veteran and Family Wellbeing Agency website was created to provide veterans, families and support networks with a clearer, more trusted pathway to wellbeing information and services.

Developed by Icon Agency (ICON) in partnership with the Australian Government Department of Veterans’ Affairs, the website responds to a complex and sensitive challenge. Support for veterans and families is delivered across government, health, community and specialist service systems, making it difficult for people to know where to begin or which services are most relevant to their circumstances.

The new website was designed as a trusted digital front door to this broader support ecosystem. It brings together service information, resources and guided pathways within a simple, accessible and trauma-informed experience that helps users find the right support with less effort, confusion and stress.

ICON delivered the project through an integrated team spanning service design, user experience, information architecture, content, accessibility, visual design, front-end engineering and GovCMS Drupal development. Every aspect of the experience was shaped around the needs of users who may be seeking help during periods of distress or uncertainty.

Clear language, strong visual hierarchy, predictable navigation and responsive components reduce cognitive load and support confident decision-making. Accessibility was embedded throughout the project, with the website developed to meet WCAG 2.1 Level AA requirements and tested across desktop, tablet, mobile and assistive technologies.

The project also introduced customised AI processes into ICON’s front-end development workflow. Used under expert human oversight, these tools accelerated the translation of design concepts into reusable components, improved consistency across devices and created more time for accessibility testing and experience refinement.