Case Study - Building an Independent Dispute Resolution Platform for the Music Industry
Resolution Pathways needed a platform to help resolve disputes across the Australian music industry, involving music creators, APRA AMCOS, OneMusic Australia, and music users.
- Client
- Resolution Pathways
- Year
- Service
- Project management, System design, UX Design, Web development
The Client
Resolution Pathways is an independent dispute resolution service for the Australian music industry, providing neutral mediation between music creators, APRA AMCOS, OneMusic Australia, and music users.
The Challenge
Create a fully accessible platform meeting WCAG 2.1 standards. Design intuitive workflows for complex dispute processes. Maintain visual and operational independence from APRA AMCOS. Enable easy content management for non-technical staff. Ensure privacy and security for sensitive dispute information.
Our Approach
We focused on creating a platform that serves all stakeholders equally: accessibility-first design meeting WCAG 2.1 AA standards, intuitive information architecture that simplifies complex legal processes, custom CMS integration allowing staff to update content without technical knowledge, privacy-focused development with secure document handling, responsive design ensuring access across all devices, and a clear visual hierarchy guiding users through dispute resolution steps.
Outcome
100% WCAG 2.1 AA compliance ensuring access for users with disabilities. Reduced support queries by 60% through intuitive design. 100+ daily active users from across the music industry. Zero security incidents since launch. Staff can update content in minutes without developer assistance.