Project Description

Carers ACT

The Challenge:

  • Due to the changing circumstances of the NDIS, Carers ACT needed to better understand their audience, the public perception of their brand and service delivery competence and to evolve their operation model to a user pays systems.
  • Carers ACT collaborated with Carers organisations in Victoria, South Australia and Tasmania to engage OPF Consulting to deliver comprehensive user research, including an audit and digital performance analysis across multiple platforms
  • The forward plan needed to consider how best to use available digital technologies to support and deliver effective services for the Carers organisations, care recipients and their carers
  • Carers ACT also required the design and development of a new consumer facing brand that would specifically attract users and facilitate the delivery of care under the NDIS environment
  • Carers ACT also required the design and development of print an interactive guide to assist patients and their carers to navigate the complex mental health system in the ACT – generally at times of acute personal stress.

Key Execution:

  • OPF managed the design, delivery, analysis and reporting of national omnibus research to understand market perception and knowledge of the brand and the services Carers provides
  • OPF arranged and facilitated stakeholder workshops using Agile and collaborative methods to maximise input and commitment to recommendations
  • Comprehensive UX/UI audits and analysis was undertaken to identify and map current and future internal and external digital requirements
  • We identified the gaps, user journeys and needs list of the current system and future requirements taking additional steps in inclusive design to meet the specific needs of CALD, disabled and other users from diverse backgrounds, in challenging situations
  • Present the research outcomes, recommended forward plan and proposed digital solutions to key stakeholders including costs and a realistic timeline for implementation.
  • Ideate and establish a new brand (Branch Out Disability Services), build and launch its website and digital presence. This included working directly with CALD, disabled and other users from diverse backgrounds to design and test digital outputs.
  • Conduct extensive interviews and facilitate workshops with mental health patients and their carers and service providers to map user journeys through the ACT mental health system and the various options for service delivery.


  • Delivered a strategic plan and a wide-ranging digital transformation program to support its implementation specifically designed to integrate with existing technology and evolve over time to meed the demands of operating in an NDIS environment.
  • Branch Out Disability Services is now an established service provider working within the NDIS environment. The website created by OPF successfully engages CALD, disabled and other users from diverse backgrounds, carers and service providers who frequently interact with the technology during periods of high stress.
  • Navigating the Acute Mental Health System in Canberra website was widely welcomed by the sector and continues to provide a much needed service for people in need.