It was important to keep in mind the variety of people who would be using this module. Some of the primary user experience challenges included how we would design a simple experience for those with physical & intellectual disabilities. we set out to understand and find solutions the challenges by constructing detailed user personas and profiles based upon research with real users and mapping out UX journeys and flows to identify problem areas and how to deal with them.
It was an important to us to design interface that adhered to the WCAG 2.1 AA standards and that took into consideration the constraints people would experience while interacting with the search module. Simple accessibility solutions included the proper formatting of text and content for screen readers, high contrast ratios for visually impaired users and not relying on colour to convey critical information. We also prioritised information that aligned with our users goals and needs to help them find solutions quickly, this was laid this out in a clear, logical journey to facilitate comprehension for all users.We also achieved a filter system that enables people to find services they need quicker and more accurately. We did this through analysing peoples values and search behaviour patterns. Using this data we created a category system that grouped services ( NDIS registration groups ) into major categories. This system takes into consideration multiple ways of information comprehension and search behaviour. Each major category has an associated icon with it that is matched with the primary service offered by providers enabling quick identification of relevant providers at a scanOnce a service provider has been located it is simple to get in contact with them, we have provided a short message along with the ability to select interested services in the contact form enabling people communicate and access their needs easily. They can also save favourite providers and see a history of the correspondences.
This search provider module is a significant improvement to the current ways people go about finding and accessing NDIS Service Providers. We are proud to have designed an accessible module that is integrated with the NDIS Support Plan building platform that allows people easily access the services they need to improve their lives.
