Dementia Training Australia (DTA) is a government-funded consortium providing dementia care education. As part of its services, DTA offers Tailored Training Programs (TTPs), collaborating with organisations to develop and deliver customised training programs designed specifically for their workforce.
The Learning Training and Development team (LTD) identified that clients were facing significant barriers when onboarding staff to their web training portals, resulting in a heavy load for DTA's support team and low user satisfaction.
Users were unable to access their training and subsequently struggled to make sense of the support resources available. It was clear DTA needed to improve both the quality and accessibility of our support resources.
"Our guides are repetitive and unclear, the design is noisy, and the webpage is non-intuitive..."
Business support coordinator
Our approach to this project focused on the content of the guides. The toolkit was ineffective because the guides' content was unclear and poorly structured. We engaged key stakeholders in meetings to discuss recommendations, gather feedback on the current toolkit, and establish the context behind design decisions outlined in the original brief. This proved invaluable in redefining our success criteria, shifting from hard and fast 'implementation requirements' to user-driven goals dictating design decisions.
During these meetings, it was crucial to understand the TTP orientation process end-to-end. This holistic view allowed us to consider the resources, structure, and terminology within their context of use. With feedback from key stakeholders, we consolidated the nine guides into five focused versions: three aimed specifically at learners and two for managers. With the foundation set, we moved on to surface-level design improvements.
Flowchart illustrating our five-step process: Material Review, Content Revision, Document Design, Web Design, and Push Goals, with iterative revisions based on feedback.
Once the guides and webpage were completed, we allocated the remaining time to develop additional materials identified during our stakeholder discussions. This led to the creation of promotional posters, highlighted by organisational contacts, to enhance the toolkit and help clients disseminate crucial TTP information to their staff.
Our design solution incorporated the revitalised guides, webpage and the addition of 2 promotional posters.
The new support resources are so effective…
and have significantly improved the onboarding process.
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Reduction in TTP onboarding related support requests
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Key contacts report high levels of satisfaction
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Adopted by all hubs within the DTA consortium
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Positive feedback from DTA training coordinators
“Since the new TTP support resources, we've only had one onboarding help request… And we suspect that the contact was not shown the resources”
Business support coordinator
