We learned that the application process is opaque and almost impossible to navigate. To be successful, the majority of applicants rely on a specialist for help, either a lawyer or social worker.
We created a range of concepts and tested prototypes with support workers and those with lived experience, incorporating their feedback and our learnings into each iteration.
The final product is DSP Help—a website and ‘digital support worker’ chatbot. It logically delivers critical information in Plain English, which is crucial for this group of users.
The visual and identity design is warm, clean and non-bureaucratic.