The National Disability Insurance Scheme (NDIS) rollout has changed to a market-based system, but what challenges do consumers and disability service providers face? 


Care recipients are now responsible for purchasing their supports and self-manage their care assistance, find trusted carers and manage their finances.

Telstra Health wanted to identify opportunities in the markets unserved and underserved needs based on this self-model system. 

I was required to research target markets needs and design a prototype to test within community care (Aged Care and Disability) to accommodate a self-directed care model in nine weeks. Let's go!



Understand how NDIS is impacting care recipients, carers, families, individual care providers, organisations and identify opportunities for innovation for the market.


Based on the short time frame, I defining a lean approach to conduct research, recruit, interview, workshop (discovery and ideate) to design experiment a potentially viable solution/s to present findings to Telstra Health's Innovation Council.

In partnership with Bendigo Health, provided five full-time carers plus five people with various disabilities to conduct 1:1 contextual interviews and workshops to better understand their day-to-day needs, motivations, challenges, aspirations, who they interact with and how this new self-model is currently impacting their lives. 


Mapping the NDIS Journey

To understand the experience, I created a visual story of the current NDIS experience for a care recipient and families.

Quantitative and qualitative research identified stages recipients went through to find support, how plus what they are thinking and feeling along the way. 

One of many stories illustrated in this journey was a large portion of the population felt or knew they would not have their needs served due to a number of reasons that they would not be able to access support or funding from NDIS identifying a large gap and opportunity for innovation. 

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Design is all about empathy

Putting myself in other people's shoes was an amazing experience. Sarah, who has cerebral palsy accompanied me through the streets of Sydney. In the larger sense, it became apparent to me how society has failed to design an environment for everybody. The simple aspect of crossing the road was scary and how important timing was when crossing the street.



A day in the life

The biggest challenge for full-time carers is finding someone to look after their loved ones to do the basic things we take for granted not to mention find someone their child will accept and bond which can take quite time some. I had the incredible opportunity to meet two full-time carers who described to me their day-to-day schedule of taking care of their twelve-year-old autistic child. The green illustrates the only free time in their day.

The biggest need in community care is Respite, finding trusted carers to look after their loved ones in order to have the time and do things most of us take for granted
— Full time carer

Co-creating the
right information

The range of services, care plans and complexity of health can be overwhelming. During the workshops, our participants assisted in organising what information is important, necessary and when which played a pivital role in organising the information architecture.


Click to enlarge images

Using Paper by FiftyThree


Time for some action

With insights from research, I also facilitated design workshops with stakeholders developing an array of concepts, illustrations and flow diagrams communicating behaviour, interaction and IA and produce a range of concepts and user flows.

As a result, I created three prototypes consisting of two mobile applications for care recipients, field workers plus a responsive platform for organisations to test and validate.


Establishing the right IA

Designing delight

Designing delight

Designing pleasurable experience comes in many forms however at their foundation must be functional and reliable. What was essential to understand was what is the minimum delightful factors the product can have that does not require allot of effort but still backed into its core.

An example of delight was to ensure the first time users understand where to access favourited or potential shortlisted workers to access at a later stage faster. 

A concept animated via Adobe After Effects and exported as an animated GIF via InVision (without a loop of course) got great feedback from our participants during user testing along with some smiles.