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 around funding categories, making it difficult for people to understand where to start.

The site needed to:

• Explain each support service in plain language
• Work for people unfamiliar with 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, because families choose people, not packages
• Gave feedback and complaints equal prominence
• Created a clearer journey from understanding a need to finding the right support

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 language families can understand from their first interaction with the NDIS.

Navigation was rebuilt so someone unfamiliar with NDIS terminology can still reach the right service. Feedback and complaints pathways are also visible throughout the site rather than being hidden in the footer.

In disability support, clarity is part of the service.

A provider's website is often the first interaction a family has with the organisation. Making that experience clear, accessible and human helps people find the right support before they ever make a call.