This confidential national sexual assault, domestic, and family violence support service is available 24/7 and provides information, referrals, and counseling for people experiencing, or at risk of experiencing, sexual, domestic, or family violence, their family and friends, and frontline workers.

Challenge

The client recognized that existing resources were not tailored to the specific needs of women with intellectual disabilities, constraining their capacity to safely and effectively engage with services and support. They worked closely with the regional Women with Disabilities organization to review the service and determine recommendations to evolve the service to better meet the needs of women with disability. One recommendation was to develop an inclusive CX accessible app to support women with disability to understand their rights and encourage them to reach out for support.

Solution

To fully understand the needs of the target audience, the Concentrix Catalyst team conducted extensive user research. Multiple prototypes were created and tested with a core group of women with disability, the client, and the Centre for Inclusive Design. Additional feedback was gathered from the external Women with Disabilities advisory service and the Centre for Inclusive Design. The feedback was collated and formed the basis for further iterations of the accessible app prototypes.

The client engaged Concentrix Catalyst to develop an app, co-designed with the violence support service, an expert advisory group of women with a disability, and some with lived experience of violence.

Interactive storytelling techniques are used to guide users through scenarios designed to help them recognize abuse and empower them to record their experiences. A custom keyboard enhances interaction with the highly accessible app.

Outcomes

The accessible app is compliant to the WCAG 2.0 accessibility standards, achieving an AA+ rating, and received a successful Digital Transformation Agency (DTA) Digital Service Standards (DSS) assessment.

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