Yooralla

With no existing portal to iterate on, we began our discovery phase through internal stakeholder interviews and feature workshops, working closely alongside Yooralla’s Chief Experience Officer Matt Warren — who has his own lived experience with disability — and his team. We ran extensive staff interviews to deeply understand pain points, needs and potential barriers to user uptake.

From there, we moved into wireframing, non-functional prototyping and internal prototype validations based on Yooralla’s specific feature requirements, establishing the foundation for an entirely new platform.

Testing with support workers revealed an unexpected insight. Carers were initially resistant to the assessment framework, seeing it as a waste of time. But we also learned that when they drop off their clients, they would often share the small, valuable moments of progress from that day. The existing system did not empower them to capture those details — moments that over time aggregate to a powerful story.

We reworked the entire framework and created Progress Stories, a system designed to capture small moments and share them in near time with the entire care network. The Customer Stories staff app made it easy for carers to snap a picture and write a short sentence, tagging it to specific goals or focus areas. Based on the strength of the pitch alone, the Yooralla C-Suite immediately reallocated funding and went ahead with the new design activity.