NDIS Quality and Safeguards Commission staff working together at a laptop with the Australian Coat of Arms and brand mark
CLIENT

NDIS Quality & Safeguards Commission

The NDIS Quality & Safeguards Commission is an independent government agency responsible for regulating NDIS providers and improving the quality and safety of NDIS supports and services across Australia.

BRIEF

Design and deliver accessible user research with people with disability

The Commission needed to understand how people with disability experience their digital touchpoints, but lacked internal expertise to design and execute accessible research. They needed a partner who could conduct the research and model best-practice inclusive methodology that respected and centred lived experience.

Partnering with disability advocacy experts

We partnered with Noble Me, a disability advocacy organisation, to ensure meaningful participation from people with lived experience. Together, we designed an accessible research approach that considered every touchpoint: facilitation guides, interview formats, communication methods, and participant support including sign language interpreters and text-based communication.

Following internal discovery, we conducted interviews with participants who had one or more disabilities. Each session featured:

Co-facilitation with disability advocacy representatives
Tailored accommodations for each participant
Respectful engagement that centres lived experience
Evidence gathering that surfaced insights stakeholders had not previously considered

NDIS Commission research participants including a wheelchair user and people with lived experience in an inclusive interview session

User-centred insights framework

We delivered findings through a custom user engagement journey framework, tailored to the NDIS context. Each phase explored:

User questions framed from a human-centred perspective
Research findings with supporting participant quotes
Actionable opportunities for improvement
Low-fidelity wireframes demonstrating accessible design solutions

This approach provided the Commission with not just data, but a clear roadmap for meaningful digital transformation.

Our impact

The Commission now has evidence-based foundations to prioritise accessibility improvements that will genuinely serve their users. Rather than guessing what people with a disability need, they can make informed decisions backed by direct user feedback. The research surfaced specific pain points and opportunities that internal teams had never considered, enabling them to allocate resources where they’ll have the greatest impact.

Beyond the immediate insights, the Commission gained a replicable methodology for ongoing inclusive research, building internal capability to continue designing with people with a disability, not for them. This approach positions them as leaders in accessible government service delivery.



Services We Offer Australia-wide include:

App Development

Software Development

UX & UI Design

Melbourne

Level 3/88 Jolimont St,
East Melbourne VIC 3002
hello@conducthq.com
1300 368 277

Sydney

55 Brisbane Street,
Surry Hills NSW 2010
hello@conducthq.com
1300 368 277