Plan Partners
website.

Plan Partners has become Australia’s leading provider for plan management and support coordination with five offices across Australia, supporting thousands of customers with their NDIS plans and funding. 


In 2021 I came on as a contract Senior UX / UI Designer to help them achieve their goal of becoming Australia’s largest NDIS plan management and support coordinator. Through a fully revamped website and customer sign up process.

The Plan Partners website hadn't undergone a major overhaul in over five years. During that period, the organisation had experienced significant growth, and the volume of content on the site had expanded substantially. Hundreds of pages and articles, along with various tools, had been added.

There was a pressing need to develop a new brand and messaging strategy, while addressing a long list of requirements from different stakeholders.

Some of the core business requirements were:

• Refine the sign up process, to drive better site conversion.
• Communicate the customer value proposition more clearly.
• Improve wayfinding and I.A.
• Restructure and retag over a hundred articles.
• Better integration between the front-end and Salesforce community platform.
• Upgrading of online tools.
• Continuing improvement towards full WCAG 2.1 AA compliance.
• Security improvements.

All of which needed to be incorporated into the final product.

Below is the process I led in conjunction with several other members of the Marketing team:

• Conduct a full audit of the existing site.
• Create a set of assumptions around the current challenges and opportunities to improve the experience and conversion rate of the site.
• Recruit and interview existing customers, with a focus on recent sign-ups, to discuss their sign-up experience.
• Synthesise outcomes and develop a set of personas using a mix of Jobs-to-be-Done, goals, and challenges.
• Refine the project scope to address a number of small gaps and get buy-in from management.
• Kick off an internal brand uplift effort with the team.
• Develop a site map and content strategy that support one another.
• Engage with third-party accessibility experts.
• Kick off the process to find a development partner.
• Work with the existing Salesforce partner and stakeholders to align on the scope for community platform uplift.
• Develop wireframes for the key pages and flows.
• Design a responsive website working with a graphic designer, content writer, and SEO strategist.
• Create a design system and conduct a full audit with accessibility experts.
• Create prototypes for sign up and run moderated user testing to refine the approach.
• Finalise UI designs and document.
• Get full sign-off.
• Run a series of kickoffs between internal and external development teams.
• Hold regular WIPs and refinement sessions with developers.
• Collaborate in creating a set of acceptance criteria for UAT.
• Work with third-party vendors to complete a pen test.
• Support the accessibility audit and remediation process.
• Go live.
• Run a series of rounds of multi-variant tests and updates to improve conversions.

I was able to help steer the team to deliver a fully rebuilt site, addressing all of the key requirements of the build.

Some of the key aspects we delivered:

• Fully refreshed brand and messaging.
• Redesign resulted in reducing the average bounce rate by 21% and increasing site conversions by 36%.
• Migrated, restructured, rewrote and retagged 100s of articles.
• WCAG 2.1 Compliance, certified by Intopia.
• Fully remediated penetration testing.
• Unified user identities between Salesforce and Google Analytics.

This project epitomised the collaborative efforts of both internal and external teams. It offered me a platform to further hone my skills in managing projects across diverse teams.

Moreover, it provided a valuable chance to enhance my expertise in accessible design standards. Plan Partners generously allocated resources, ensuring the team could acquire knowledge and training from accessibility specialists as part of the process.