Equality and Human Rights Commission
Supporting the Equality and Human Rights Commission with design and video.
More +The mission.
Helping people in the UK feel confident and comfortable in raising a complaint.
We worked with the Parliamentary and Health Service Ombudsman (PHSO) to produce three new animations that clearly explain the process of submitting a complaint about government departments, other public organisations and the NHS in England.
Splitting the complaints process into three videos, the animation's cover how to make a complaint, what will happen when the PHSO receives the complaint and lastly what will happen if the PHSO choose to investigate the complaint. Because the process of investigating a complaint could be lengthy with various qualifiers and restrictions, the animations need to serve as a useful guide for anyone choosing to submit one. To ensure this, we made sure the information is easy to follow and presented in a way that's both helpful and respectful to all viewers.
The animations.
Striking a balance between clarity and empathy.
To be effective, the animations need to adhere to the PHSO's values; being bold, human and straightforward. We made sure to avoid a patronising tone or presenting an overly complex process for making complaints. We also conducted a focus group with members of the target demographics to ensure we were on the right track with developing the look and the messages for the animations.
In doing this, we produced a trio of short films which give both a brief explanation of who the PHSO are and what they do, followed by an easy to follow, step-by-step guide for how the viewer could lodge a complaint, should they need to now or in the future. To help hold viewer's attention, the animation style was designed to be fresh and relatable, incorporating an inclusive and diverse cast of characters alongside a warm and clear voiceover to help ensure all key information was easily digestible and representative for audiences of all backgrounds.