The new Carer Gateway website (carergateway.gov.au) demonstrates how rigorous problem solving in response to user feedback can deliver an outstanding product, matched to users’ needs. It also demonstrates the effectiveness of harnessing the energy and expertise of a small multidisciplinary team, which included policy, user experience, web development, graphic design, content writing and accessibility experts.
The website, launched in July 2019, provides practical information and support for carers. Our research found carers are time poor, often stressed and also don’t know about services that could help them. We needed to make sure information was easy to find and understand, with clear pathways to services and highest-priority information.
Listening to carers was key to achieving this. The website was developed with extensive testing with over 80 carers, followed by rapid adaptations and improvements over 7 website iterations. The website provides practical information and advice for carers, as well as channels to new national online services including counselling, online carer forums, and educational resources.
We created the website both to support carers and convey a sense of belonging. The final user feedback confirmed that we achieved our goals. All of the carers said they were 100% likely to visit the website again and suggest the website to someone they knew. One said:
‘You’ve just gone way beyond, it’s like you’ve rolled the red carpet out for carers. I love it.’