Understanding the business

My Way Support Tasmania delivers person-centred disability support across Support Coordination, Community Access, Short and Medium Term Accommodation, and Home and Living.

Their decision-makers are often family members or support coordinators searching on someone else's behalf, usually at a difficult moment.

The challenge:

Most people arriving at an NDIS provider's website do not know the sector's vocabulary. They know their situation. The old site was organised the way the NDIS is organised - by funding category. You had to already understand the system to find what you needed.

What the site needed to do:

• Explain each support service in plain language
• Work for someone who does not know NDIS terminology
• Show the people behind the organisation
• Make feedback and complaints as easy to find as enquiries

Our approach:

We reorganised the site around the question people actually arrive with - "I need help with this, who does that?"

• Rewrote every service around the situation it addresses, with the NDIS term secondary
• Restructured navigation for people unfamiliar with the system
• Brought the team forward - in disability support, families choose people, not packages
• Gave feedback and complaints equal prominence, as NDIS Practice Standards require

The impact:

Support services are now explained by situation rather than funding category. Support Coordination, Community Access, Short and Medium Term Accommodation and Home and Living are described in the words a family uses on their first day in the system.

Navigation was rebuilt so someone unfamiliar with NDIS terminology still reaches the right service. Feedback and complaints pathways sit on every page rather than in the footer.

In disability support, clarity is part of the service.

A provider whose website is hard to navigate is telling a family something about the rest of the experience - before anyone has spoken.