Delivering a digital learning strategy in a post-covid world
App Design / Research / Strategy / User Experience / Website Build
Background
The NDSS are administrated by Diabetes Australia. Internally, Diabetes Australia was siloed and distributed as separate segments focuses. Teams worked separately on initiatives, programs and had independent processes & ways of working.
This resulted in a fractured architecture and siloed destinations for each segment that spun up different hubs. This meant a disconnected experience for people using the website service, SEO dilution for the organisation and was increasingly expensive to maintain.
At the same time, DA received ongoing government pressure to make the grant go further whilst needing to determine how limited budget be best spent across a siloed organisation.
With various NDSS projects in the pipeline with GHO, we proposed the opportunity to develop a Digital By Default strategy for the NDSS.
The overall aim was to equip DA and the NDSS with foundation digital experience and a framework that would help guide future initiatives and projects.
The objective was to help scale NDSS reach, increase access to vital information for NDSS audiences, drive internal efficiencies and enhance the lived-experience of people living with diabetes.
Approach
Phase 1 involved exploring in depth how to create a single destination to serve the NDSS whole of scheme.
We interviewed key stakeholders, people living with diabetes and health professionals, gathering rich qualitative data and determined experience principles through IA and card sorting. The research concluded that the website should provide people with diabetes with options for both the type of content and the level of detail to meet them at different points on this journey and respect their emotional triggers. The output was an accessible and refreshed design system for the NDSS website prioritising engaging, quality resources – leveraging the credibility of the NDSS amongst people with diabetes and health professionals.
Approach
Phase 2 involved two CoLab design sprints, prototyping and design of the future-vision NDSS app to start building a digital by default connected ecosystem for the NDSS.
We designed a secure, connected ecosystem that continuously connects with our audience needs – including NDSS onboarding and registration, identifying the users needs based on their type of diabetes to create unified customer journeys for each segment group, prompting the next stage in the users journey with the NDSS and their diabetes management.
Output
A tried & tested new digital brand & website, including a digital design system & UI kit.
Using the new guidelines and requirements for our new website, a distinct, clean and professional set of digital guidelines was created for use on the website and all future digital projects.
