Guiding potential clients through disability support services
Problem.
An old clunky website of Life Without Barriers for the disability support sector had confusing and unfinished user-flows, poor search engine optimisation and outdated information. As a result, phone numbers were overflown with potential clients who were trying to make sense of NDIS and Life Without Barriers services.
Converting the leads was a cumbersome process, as there was no centralise system to keep and prioritise incoming enquiries.
My role.
As part of a design team, I was involved in the whole product cycle of discovery, design, testing and delivery.
My responsibilities included:
Running semi-structured interviews with existing clients, potential clients, primary caregivers, key business stake-holders
Conducting market review and competitor analysis
Generating user journeys
Prototyping lo-fi and hi-fi designs
User testing to validate user-flows and task accomplishment
Drafting and conducting IA testing
Outcome.
MVP launched in the first 3 months post inception stage
Increase in unique visitors from 4891 to 9853 in the first month of MVP
Decrease in bounce rate from 62% to 41% in the first month of MVP (goals weren’t met)
Improved lead capture
Accessible modern website (AA standard of WCAG compliance) with tailored person centred journey that meet the needs of Life Without Barriers users
Discovery
With our primary focus on clients with disability, their primary caregivers and coordinators of support, I’ve conducted a number of semi-structured interviews to understand customer needs and painpoints.
Through collaboration with our subject matter experts, we co-designed service blueprints reflecting each of the journey for our customers. Before coming to conclusion on a solution, we wanted to ensure that we understand the wholistic experience of our customers to evaluate our next steps.
Focusing on one pain-point at a time
After a several workshops with senior leadership team, we have landed on a set of pain-points that we will be focusing on. Predominantly, we settled on improving the onboarding flow and contact form experience
Collaboratively with the product team and SMEs, we mocked up some ideas, that I later brought to life for further usability testing.
Delivery
Drawing on customer feedback and available data, I’ve finalised the UI outputs for the first slices of delivery. Theis whole end-to-end process took us 2 weeks before we kicked off the development phase.
The website is live now. The last time I worked on it was in 2020.
Below is a screenshot of the original website (left) and the new concepts that were presented to the leadership team. Since launching the disability services websites, our team also has launched the main Life Without Barriers website. Both WCAG complaint.
