User Research Case Study
User testing of branding, communication and website for Interaction Disability Service.
About Interaction Disability Services
Established in 1979, Interaction Disability Services is a values-based NDIS provider that empowers people living with disability and their families. Interaction specialises in providing support for people with intellectual disability, and is recognised as a service provider of choice for people with Prader-Willi Syndrome (PWS).
We were engaged by Interaction to conduct user experience research (UX) that assessed the effectiveness of the organisation’s branding and current communication methods.
The introduction of the NDIS has led to increased competition within the disability services sector. Despite successfully transitioning into the NDIS model, Interaction’s branding, website and overall communications methods had not been optimised for this newly competitive environment.
What We Did
Creating an effective and competitive brand requires an in-depth understanding of the opinions and behaviours of an organisation’s new and existing audiences. We conducted UX to evaluate Interaction’s current branding and communications methods with their target audiences.
- Our researchers conducted one-on-one user research sessions with new and existing Interaction audiences.
- Research sessions were recorded using QuickTime. Written notes and observations were documented by one of our researchers or an Interaction staff member.
- Interviewees with intellectual disability were provided with additional support in order to take part in the research.
- Research findings were analysed and interpreted by our researchers, and recommendations were gathered based on findings.
- A research report and recommendations were provided to Interaction in order to begin their branding refresh project.
Our findings showed that carers, clients, and staff who are familiar with Interaction view the service as highly professional, honest, warm and responsive. New and familiar participants loved the client stories and bright colours in the Interaction marketing material. However, the findings also indicated that some usability issues, and the design of Interaction’s branding, weren’t doing the service justice.
The outcomes of this research determined the approach and scope for necessary improvements to Interaction’s branding and website in order to effectively engage with current and new audiences.
In March 21, Interaction launched a new website and brand refresh. Vogl & Blake have been invited back to do another round of user research to test new website, collateral and positioning.