The Challenge:
The Australian National Disability Insurance Agency, a national agency responsible for supporting Australians with disabilities, faced challenges in delivering consistent and effective services to its 450,000 participants.
Our Approach:
We led the establishment of a Centre of Excellence (CoE) for human centred design to improve services and build internal capability.
The Human Impact:
By prioritizing the needs and feedback of participants, we helped to create a more responsive and effective disability support system. This empowered individuals with disabilities to achieve their goals and live more fulfilling lives.
We also advocated for a financial assessment of a new service, preventing a potentially flawed rollout and saving millions per year.
Capabilities Applied:
Human-Centered Design, Stakeholder Engagement & Alignment, Risk Assessment & Mitigation