Challenge
Support that feels the same, online and in person.
Novita is one of South Australia’s leading disability service providers, supporting children, teens and adults. Their work spans therapy, assistive technology, community programs and employment support, delivered across multiple locations and service lines.
They needed a website that felt as human and accessible as the support they provide.
When services are clear, but finding them isn’t.
Families, coordinators and carers were coming to the website looking for answers, but the experience was structured around internal departments rather than how people actually seek support.
Finding services was confusing, search results weren’t always trusted, and service availability wasn’t clearly visible. While the original website was built with enquiry flows and systems in mind, much of that thinking dated back to 2017. A lot had changed since then but the digital experience hadn’t evolved at the same pace. As a result, enquiry flows remain disconnected, making them harder to manage and reporting less clear.
The site wasn’t broken – it just hadn’t kept up with how people expect to find and access services today.
Solution
Building a system that works the way people think.
We approached the rebuild as a research-led transformation – a combination of UX strategy, accessibility-first design and system integration.
Focus groups and stakeholder sessions revealed how families and coordinators actually search for services. While a Digital Audit clarified how the website, search and enquiry flows needed to work together.
The result was a website built around real users rather than internal assumptions.
Key features include:
Audience-led navigation
Primary navigation is grouped by who the user is, not how Novita is structured internally.Service clarity
Each service page clearly outlines what it is, who it’s for, cost considerations and who delivers it.AI-powered Search
Natural language search rebuilt to reflect how families and coordinators actually look for support.Service stoplight system
Live indicators showing whether services are open, full or limited, reducing unnecessary phone calls and frustration.Accessibility-first UI design
High contrast options, text resizing, screen reader compatibility and Easy Read content built into the experience – not added as an afterthought.Human-centred design
Photography, bios and testimonials are positioned to build trust quickly and reflect the full Novita community.Integrated CRM & automation
All enquiry forms, callback requests and contact points were structured to push clean, validated data into Salesforce – enabling smarter follow-up and better reporting.
The result was not simply a redesigned website. It was a connected digital system.
"They struck a good balance between guiding us and listening to what we needed. It felt like a genuine partnership, not just a handover."
Outcomes
A digital experience aligned with real needs.
The new Novita website is clearer, faster and significantly easier to navigate.
Families can now filter services by what matters most – age, diagnosis and goals. Coordinators can quickly access service availability and outcomes, helping Novita respond to enquiries faster and with greater confidence.
Early engagement patterns show users navigating more directly to relevant services and finding the right support sooner. Clarification calls have reduced, freeing the team to focus on other support processes.
Behind the scenes, more enquiry data now flows into Salesforce CRM, creating cleaner reporting and stronger lifecycle tracking.
What was once a static information-based site is now a structured, accessible and integrated digital ecosystem. One that aligns to how it’s users seek support.
A digital system that can grow alongside the services and communities it supports.
