national disability insurance agency
Areas of impact: health and wellbeing and people living with disability
Content specialities used for this project: user research, content planning, content strategy, content writing and stakeholder content training,
Between the completion of the Disability Royal Commission in late 2023 and the beginning of the National Disability Insurance Scheme (NDIS) review in 2024, the National Disability Insurance Agency (NDIA) — the government organisation behind the NDIS — recognised the need to establish a new, strategic and, most importantly, accessible approach to digital content.
This new approach to content was to be user-led, accessible to all Australians, empowering, easily updated and scalable.
The brief
the work
We were a team of two content designers, increasing to three as the 8-month project progressed.
The NDIS website had over 1,000 content pages when we started the project. Many were out-of-date, scattered with jargon-heavy language and low on user-centric information.
We ran a content design process to methodically and strategically condense, restructure, rewrite and plan all current and future content.
This was achieved by:
running regular workshops with stakeholders and subject matter experts
conducting an audit of all available content and resources
facilitating user research and codesign sessions with NDIS participants
pair-writing with NDIS participants
designing, creating and iterating on different content types
writing or updating 150-200 pages of content
delivering content design training to internal stakeholders.