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About NDIS (National Disability Insurance Scheme)
The National Disability Insurance Scheme (NDIS) is a government-funded program in Australia that provides support for individuals living with permanent and significant disabilities. With a mission to empower people with disability, their families, and carers, the NDIS engaged Metrix to develop an accessible, user-focused website to serve as the primary platform for information and service delivery across Australia.
Challenges
As a critical service provider, the NDIS required a comprehensive digital solution that could meet the needs of diverse users — many with unique accessibility requirements. Key challenges included:
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No Prior Digital Presence – There was no central online platform for accessing information or making service inquiries.
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Accessibility Compliance – The website needed to adhere to strict government digital accessibility standards (WCAG) and be fully navigable by users with disabilities.
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Content Structure – Services and processes had to be communicated in a way that was clear, simplified, and easy to understand for people with varied cognitive and physical needs.
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Admin Functionality – The internal NDIS team needed a platform that allowed easy updates and content management.
Approach
Metrix applied a user-first, accessibility-led approach to this government project. The goal was to create a website that could serve all Australians with disability, promote inclusion, and ensure that no one is left behind when accessing vital information.
Strategy & Execution
The design and development process was broken into key phases:
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Discovery & Consultation – Collaborated with the NDIS team and accessibility advisors to understand user journeys, service categories, and inclusivity challenges.
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WCAG-Compliant Design – Created layouts with clear contrasts, large clickable areas, scalable text, screen reader support, and keyboard navigation compatibility.
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Accessible Information Architecture – Structured content with simplified language, clear headings, breadcrumb navigation, and direct service paths.
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Custom Inquiry Functionality – Integrated a secure online support request system, allowing users or carers to ask for assistance directly via the website.
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Content Management Tools – Equipped NDIS staff with backend tools to manage updates, post news, and keep information current without technical support.
Outcomes
The NDIS website has become a vital resource for thousands of Australians living with disability. The platform significantly improved accessibility, transparency, and operational efficiency, while allowing users to interact with the scheme in a more direct and supportive way.
Key Results
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Increase in direct inquiries through the website
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Reduction in support wait times due to streamlined online requests
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Compliance with WCAG 2.1 Level AA accessibility standards
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