1800RESPECT is the national sexual assault, domestic, and family violence support service. The confidential 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. 1800RESPECT is delivered by Medibank on behalf of the Australian Government in support of the National Plan to Reduce Violence Against Women and their Children.
Business Need
1800RESPECT 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. 1800RESPECT worked closely with Women with Disabilities Australia (WWDA) to review the service and determine recommendations to evolve 1800RESPECT to better meet the needs of women with disability. One recommendation was to develop an app to support women with disability to understand their rights and encourage them to reach out for support.
Approach
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, WWDA, 1800RESPECT and the Centre for Inclusive Design. Additional feedback was gathered from Women with Disabilities Australia (WWDA), an external advisory service and the Centre for Inclusive Design. The feedback was collated and formed the basis for further iterations of the prototypes.
Outcome
Medibank engaged Concentrix Catalyst to develop Sunny, co-designed by 1800RESPECT, WWDA and an expert advisory group of women with 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 makes interaction with the app highly accessible.
Sunny is compliant to the WCAG 2.0 accessibility standards, achieving a AA+ rating, and received a successful Digital Transformation Agency (DTA) Digital Service Standards (DSS) assessment.
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