Transforming the NDIS marketplace

Overview

HeyHubble is a platform that facilitates connections between service providers and National Disability Insurance Scheme (NDIS) participants. As Senior Product Designer for HeyHubble, my primary focus was on improving operational efficiency and user experience. Additionally, I played a key role in the conceptualisation of future self-service plan management initiatives.

Challenges

Scalability: Initially, NDIS participant and service provider connections were manually handled by the Customer Success team for the pilot market. To scale the business and reach more regions, automation of these processes was essential.

Migration and consolidation: HeyHubble marketplace started in ProviderChoice, a support planning platform by TShirt Ventures. Smooth transition of ProviderChoice users and setting up onboarding for new users were key. Developing separate account and service request management features for HeyHubble was vital before launch.

Design roadmap and themes

Get service requests: Help Customer Success map the entire customer journey for service providers and NDIS participants, covering the service request life cycle. Offer product solutions to streamline manual tasks.

Centralise service requests: Transfer service request management features and data from ProviderChoice to HeyHubble. Consolidate and enhance design systems for better production efficiency.

Self-service plan management: Deliver prototypes for self-service plan management for NDIS participants and their carers.

Design process

Promoting Lean UX methods: I advocated for lean UX methods in the team, focusing on fast prototyping, iterative design, and regular user feedback. This strategy allowed us to adapt and improve our solutions promptly, guaranteeing they met user requirements efficiently.

Unified design systems: Consolidated multiple design systems for consistent and scalable product interfaces, streamlining user experience and facilitating future maintenance.

Integration of generative AI: Employed generative AI tools to enhance the design workflow, facilitating quick prototyping and iteration. This accelerated the introduction of new functionalities while maintaining adaptability to user input and changing requirements.

Summary

Designing for HeyHubble posed the challenge of creating a comprehensive solution to connect service providers and NDIS participants in a growing market.

As the senior product designer, I led the development of account and request management features to transition existing users to the new platform, onboard new users effectively, and facilitate expansion into new markets.

Additionally, I delivered concepts for self-service plan management.