Describe the creative idea

The National Disability Insurance Agency (NDIA) implements the National Disability Insurance Scheme (NDIS), which supports a better life for 4.3 million Australians with a significant and permanent disability, and their families and carers. Icon was engaged to design and developer a new, UX-focussed website. The website needed to assist Australian's more easily access the NDIA's world-leading Scheme. Understanding these needs meant interviewing and listening to a broad range of user types, each with a unique set of requirements and opinions.  To fully understand a project's requirements you need to empathise with users. For Icon's UX team this required unpacking internally held information and undertaking an Australia-wide tour to meet a range of NDIS Participants, Partners and Providers. These listening sessions included: • User interviews with NDIS users • Workshops and focus groups to uncover common usability problems • Usability testing of prototypes with a range or disabled and able users

Describe the execution

Implementation – Design and testing of an end-to-end UX and user journey process based on extensive data and usability studies. Placement – The ndis.gov.au website Scale – See confidential information below. Brand relevance – Responsible for interpreting the NDIS brand in a digital context and assuring it adhered to accessibility standards. Touch-points – Website browsers in desktop, tablet and mobile formats. Materials, style elements, design choices – Enhanced NDIS brand for web display, custom icons, legible typography and end-to-end UX/UI design across 20+ page templates. Methods and process – Extensive user needs research, interviews and prototype testing to ensure all user needs were met. Timeline – 9-month project, launched in June 2019.