Examples
UX research and design of new financial dashboard for NDIS funding
Plan Partners provides a logged in view of NDIS Participant funds, including invoice details and payment status.
Driven in part by internal technology upgrades, the 'one pager' view was upgraded to a fully featured accessible Dashboard built on top of Salesforce Experience Cloud (formerly Salesforce Communities). All features, language and UI was determined through a process of user interviews and established UX patterns.
I conducted many user interviews with NDIS Participants, parents/carers and Service Providers to determine their needs, goals and pain points.
I also worked on incorporating disability-specific questions into the research, to ensure that the Dashboard was designed to meet both WCAG standards and Plan Partners individual user needs.
Working with an external Salesforce developer, I led the design and build process to deliver the final result.
The new, fully featured Dashboard was a great success with customers and service providers alike, delivering a vastly superior experience.
However, due to the diverse needs and capabilities of the customer base – individuals living with disability – not every need was met.
Further user interviews with a focus on specific disabilities yielded additional learnings, which were rapidly developed and included to the platform.
