ROLE
Lead UX/UI Designer in NDIS Commission DART (Data and Regulatory Transformation) Program

TASK
At NDIS commission I design the end to end experience of forms and self service portal and CRM being migrated onto Salesforce CRM and Experience Cloud. I also advocate for accessible design development and provide recommendations and design and test accessible components . I recently redesigned the external user facing online complaints form.

CURRENT EXPERIENCE
The legacy form content was confusing to users and didn’t provide appropriate guidance or triage of complaints, key board navigation did not function, and colour contrast and size of text and buttons did not meet WCAG 2.2 Level AA. This provided barriers to participants who were the primary users and the most vulnerable. This in turn made it difficult for complaints officers to assess complaints and risk of harm to NDIS participants by providers or workers. Each complaint that came via the online form took on average another 30-45 minutes to assess over the phone. There was also a high number of complaints and enquiries received that should have been directed to other channels. 

PROPOSED SOLUTION
I conducted UX Research activities to gain insights and provide recommendations for a design direction. I redesigned and tested a form that was step based and had contextually focused content assisting those with cognitive barriers. The form was also designed to be built with Salesforce components and Omniscript and customised when necessary to meet accessibility guidelines. Titles and copy where hierarchically clear and semantically correct for screen reader, content used plain language and met colour contrast guidelines for readability and users could navigate the form and carry out functions such as opening accordions with their keyboard. The design had a cohesive branded experience with the NDIS Commission website, was intuitive with optimised data capture and triage functionality with guidance information to filter and redirect complaints to appropriate channels that could be assessed more efficiently internally.