NDIS Commission website on laptop screen
Web design & UX for NDIS Commission

NDIS Quality and Safeguards Commission

Delivering a more accessible and intuitive website for people with disabilities

The NDIS Quality and Safeguards Commission is an independent agency established to improve the quality and safety of NDIS supports and services.

Icon Agency was appointed to co-design and redevelop the Commission’s new Drupal 9 CMS website, as well as improve the navigation and content structure to make it more intuitive and accessible.

We are incredibly proud of the outcome and thank the Commission for trusting us with such a vital co-design project.

Female sports player in wheelchair

Designing accessible
services for all Australians

The Commission’s website has a diverse group of users – each with specific needs. NDIS Participants require an easy way to find and review Provider information, understand their rights, and make complaints.

Providers need information on how to register to become a provider, their legal responsibilities, and how to manage complaints and incidents.

Workers need information on their rights and obligations, as well as training resources designed to support their careers and better support people with disabilities.

The new Commission website makes it easy for visitors to quickly identify themselves and locate useful information via a streamlined navigation and easy to use search function.

Collage of people who use NDIS services

The homepage layout recognises key user types and journeys, and helps visitors understand the complaints process prior to starting their submission.

Videos use sign language interpreters and transcripts to ensure they’re accessible. Pages have embedded screen readers, and key sections have been reproduced in Easy Read format.

Landing pages are used to break up long format content and provide greater ease of navigation.

Wireframe testing was undertaken with NDIS providers and participants, including those with intellectual disabilities, to ensure that the needs of each key user group were met.

Using an agile, user informed
approach to deliver the service

Icon operated in a highly agile manner to meet the evolving needs of the project. Even in the late stages of the project, the team was continually pushing out high quality refinements, design changes and content.

Icon developed a publishing process that allowed the Commission’s website managers to create a better user experience with existing site content – without the need for a full content review.

This was achieved by implementing sub-landing pages that broke existing long format pages into individual one, accessed by tiles representing each subject.

This significant usability improvement gives NDIS Participants and Providers quick access the information they need.

Collage of people who use NDIS services

We also provided extensive training and CMS documentation to the Commission’s web team, and engaged in ongoing weekly CMS training and Q&A sessions to enable a smooth transition of website ownership and content oversight from Icon to the client.

The new website underwent a lengthy beta period in which the public, NDIS Providers and Participants supplied over 800 points of feedback. This was then categorised, analysed and used to inform user experience decisions made prior to the final launch of the site.

The final outcome is a far more accessible and easy-to-use NDIS Commission website made possible through a co-design model and deep engagement with the client and people they serve.

Visit the NDIS Commission website to see more.

Icon also designed and developed the main NDIS website. You can read a separate case study here.


  • Stakeholder consultation

  • Information architecture

  • User research

  • Wireframe production

  • User testing to improve and validate usability

  • Design component and template design

  • Drupal 9 development

  • Content migration

  • Accessibility and user acceptance testing

Anthem Award Rondel - An silver triangle with words silver winner along with the text Second Anthem Awards

Anthem Awards 2023

Diversity, Equity & Inclusion - Service

Web awards rondel - Flared circle with gold outline and words "web excellent awards excellence awards"

Web Excellence Awards 2022

Website - Accessibility

Website - Government

The logo of the CSS Design Awards. Heading CSS Design Awards with organisational logo to the left of it.

CSS Design Awards 2022

Winner - Best UI Design

Winner - Best UX Design

Winner - Innovation