Working in a multidisciplinary team, I was responsible for ensuring the core user flows, interactions and branding for the service met our users needs. We involved healthcare professionals, service providers and people with lived experience throughout the project to help shape the content and test features.

A holistic approach to support

We learnt that people don’t know where to begin, and often need a holistic approach to end-of-life care. To support this need we created a browsing experience centred around discovery. Core topics and themes show people the importance of balancing medical, social, and spiritual needs, and connecting them to services relating to each topic.

Talking about death is hard

We also learnt that people often struggle to talk about their situation with their loved ones and carers. To encourage conversation about death and dying, we created a feature called ‘conversation cards’ which help users start healthy and practical conversations about difficult topics.

One type of content doesn't suit all

Being a multicultural country with a large indigenous population, we had to incorporate insights from different faith groups, language groups, and indigenous leaders. Page templates and content types had to be translatable and culturally appropriate to different communities without losing meaning.