NDIS Service Planner Module
Connecting users with the relevant NDIS Service Providers which enable participants to lead the lives that they desire.
Project Overview
We were contracted by RESANEC - a software development company that works in conjunction with the National Disability and Insurance Scheme (NDIS) - for a second project, where we had to integrate new features into their digital platform. The business goal of this project was to develop a tool for participants to be able to find and enlist the help of an NDIS service provider who would help them with any required services an NDIS participant needs.
Deliverables
- High Fidelity Prototype
- Updated Design System
- User Flow
- Ontological Breakdown of Services
- User Test Report
Challenges
- User flows: It was imperative to keep in mind the variety of people using this system. Using user stories and personas - based on our research - we were able to map out the the UX journey and flows in order to alleviate pain points.
- Information Architecture: Due to the large list of required services, we needed to create a classification system that was intuitive to users. Utilising card sorting, we managed to improve the information architecture by understanding how users viewed the ontological system of this service planner module.
User Stories
We used user stories as a way of holding our users in contemplation whilst starting this phase of the project. We created this alongside our client as they had a rich collection of data pertaining to NDIS users. From their observational studies, we were able to work together to create three user stories for this service module.
1) Participant as a registered member
As a participant, I want to view and interact with service providers close to me. I only want to see service providers close to me, and that are related to my needs. I also want to be able to look at other areas to see what is available, and to alter the filters to see what else is available.
2) Participant as a guest
As a participant, I want to view and interact with service providers close to me. I want to be able to look at all service providers in Melbourne, and then filter by my postcode. If I feel like it, I should be able to enter extra information to filter down results (e.g. registration group, reviews, distance away from me etc.)
3) Participants interact with service providers
As a participant, I want to be able to send off expressions of interest to service providers that match my criteria. I would like to be able to click a button, and for an email template to be generated based on the information I have provided to the map view.
