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.
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.
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
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
