NATIONAL DISABILITY INSURANCE SCHEME (NDIS)

TitleNATIONAL DISABILITY INSURANCE SCHEME (NDIS)
BrandNDIA
Product / ServiceAUSTRALIA'S DISABILITY INSURANCE SCHEME
CategoryB01. UX & Journey Design
EntrantICON PR Sydney, AUSTRALIA
Idea Creation ICON PR Sydney, AUSTRALIA
Production ICON PR Sydney, AUSTRALIA

Credits

Name Company Position
Matt White Icon Agency UX Director
Luke Matthews Icon Agency Senior UX/UI Designer
Warren Sheean Icon Agency Senior UX/UI Designer

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.

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