NDIS Website
Website for NDIS

NDIS Website

A collaborative design process for creating clear pathways to accessible information

Supporting a better life for hundreds of thousands of Australians with a disability

The National Disability Insurance Agency (NDIA) implements the National Disability Insurance Scheme (NDIS), which supports a better life for Australians with a significant and permanent disability, and their families and carers.

After winning a competitive tender, Icon was appointed to overhaul the usability of the NDIS website and redevelop on Drupal – the leading enterprise-level open source platform.

NDIS BG

Building a website for speed and accessibility

Australian Government agencies are required to deliver information and services in a non-discriminatory and accessible manner. Websites should be built using guidelines set by the Web Accessibility Initiative – using techniques that aid vision, hearing and mobility impaired users.

The new NDIS website needed to meet Web Content Accessibility Guidelines (WCAG) 2 AA principals, making it easy for all users to locate web-based information and services. An improved search function was required, and the site's layout needed to adapt based on screen size – a process known as 'responsive design'.

A new content structure and clearer layout of information were also required to explain key NDIS information and processes.

NDIS webpage example

Collaborative and inclusive Australia-wide tour

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

Nationwide interview and prototype testing map

Inclusive design sessions and accessibility testing

User interviews

  • NDIS Participants to understand the diversity of NDIS experiences within the Scheme (for example new vs established users, understanding the NDIS, eligibility and the application process, creating a personalised plan, using their plan, and annually review

  • Support Coordinators to better understand how they communicate and use the website when guiding participants on common types of information

  • Service Providers who need to understand the scheme and promote their services within it

Workshops and focus groups

  • To understand common problems and pain points with the previous website and get first impressions on visual design and content layers

Usability testing of prototypes

Insights were gathered, interpreted, expressed and tested using prototype wireframes and a new site structure.

  • To test information architecture

  • Finding information and completing tasks

  • Observed usability behaviour

Accessibility tested development

A new design system (see explanation) was created to consistently express the NDIS brand – from an icon to an entire page. Our developers then set about building AA compliant front-end code, deploying and configuring Drupal CMS, and migrating content.

Highlights of our solution include:

  • Drupal 8 development

  • Powerful and easy to use site editor

  • Card Sorting and Optimal Workshop TreeJack testing

  • AA accessibility level, including mobile screen readers

  • Optimised front-end code and graphics for fast page loading speed

  • Location search

  • Improved site search

  • Responsive layout that's optimised for mobile