Improving customer correspondence for trade marks

In January 2016, IP Australia commenced a project to refine and redesign correspondence sent to customers across all intellectual property (IP) rights.

This redesign forms part of a range of initiatives to create a seamless customer experience and will align IP Australia correspondence with the website, eServices and search systems.

Incorporating several design principles and behavioural insight strategies, we expect the redesigned correspondence will enhance user experience and provide clear, succinct information to our customers.

IP Australia is aiming to release the new-look correspondence for trade marks towards the end of August 2016.

Incoming changes:

IP Australia is establishing different correspondence streams for two customer segments (legal professionals and self-filers) to meet the requirements of our customer base and tailor the information according to their differing needs.

In addition to incorporating several design principles to achieve improved visual design, layout and clarity, metadata will also be included within its properties to enhance our correspondence for all users.

More information:

Customer feedback and enquiries can be emailed to the Continuous Improvement and Innovation team via MDB-ContinuousImprovementInnovation@ipaustralia.gov.au.

Publish online date: 
Thursday, August 11, 2016