ECH Aged Care

ECH Aged Care

ECH Aged Care

Project type

Web

Focus

Customer experience platform

Role

Senior Product Designer

Client

ECH

The 'ECH' Website displayed on a laptop sitting on a bench.

ECH, South Australia’s largest not-for-profit aged care provider, supports a wide range of services across retirement living, home care, and allied health.

The website struggled to help users understand where to start, driving 10,000+ enquiries per month to the contact centre and creating significant operational pressure.

The objective was to improve clarity, reduce unnecessary contact, and help a diverse audience confidently navigate complex service options.

A mock-up of the 'ECH' Decision Tool on an ipad.

A self-service decision tool supporting confident service selection and reducing reliance on phone enquiries.

Design approach

Understanding the problem

I reviewed existing research and client surveys with stakeholders to map ECH's audience: users varied significantly in age, health needs, and digital confidence. The challenge was helping people navigate complex service options without defaulting to calling the contact centre.

To surface the scale of the problem, I facilitated a workshop where we physically laid out every page in key user journeys around the boardroom. Making the complexity tangible helped executives see what users were facing and enabled collaborative decisions to simplify and remove content.

This informed a streamlined sitemap, clearer user flows, and nine customer segments to improve way-finding.

Understanding the problem

I reviewed existing research and client surveys with stakeholders to map ECH's audience: users varied significantly in age, health needs, and digital confidence. The challenge was helping people navigate complex service options without defaulting to calling the contact centre.

To surface the scale of the problem, I facilitated a workshop where we physically laid out every page in key user journeys around the boardroom. Making the complexity tangible helped executives see what users were facing and enabled collaborative decisions to simplify and remove content.

This informed a streamlined sitemap, clearer user flows, and nine customer segments to improve way-finding.

Designing the experience

I designed the full website in Figma, prototyping with real content so stakeholders could review work that closely reflected the final build.

The design applied ECH's refreshed brand while prioritising clarity and accessibility for older users.

Key features included:

  • simplified navigation.

  • accessible form patterns.

  • A retirement living cost calculator for transparent pricing.

  • A reusable component library to support future iteration.

Designing the experience

I designed the full website in Figma, prototyping with real content so stakeholders could review work that closely reflected the final build.

The design applied ECH's refreshed brand while prioritising clarity and accessibility for older users.

Key features included:

  • simplified navigation.

  • accessible form patterns.

  • A retirement living cost calculator for transparent pricing.

  • A reusable component library to support future iteration.

Retirement living discovery

Retirement living required a different interaction model to ECH’s other services. Users needed to explore availability, pricing, and location with confidence, often comparing multiple villages before committing to a next step.

The experience supports:

  • Suburb and postcode based search with map and list views.

  • Clear visibility of price, amenities, and village context.

  • Gallery driven property exploration.

  • Filters designed for older users with varying digital confidence.

A screenshot of the 'ECH' Retirement Living page with houses for sale.

Retirement living combining suburb based search, list and map views, and clear pricing to support confident comparison.

Retirement living discovery

Retirement living required a different interaction model to ECH’s other services. Users needed to explore availability, pricing, and location with confidence, often comparing multiple villages before committing to a next step.

The experience supports:

  • Suburb and postcode based search with map and list views.

  • Clear visibility of price, amenities, and village context.

  • Gallery driven property exploration.

  • Filters designed for older users with varying digital confidence.

A screenshot of the 'ECH' Retirement Living page with houses for sale.

Retirement living combining suburb based search, list and map views, and clear pricing to support confident comparison.

Decision tool design

A central outcome of the project was a self-service decision tool designed to guide users toward appropriate services when they were unsure where to begin.

I designed the question logic and flow, worked with stakeholders to refine language and sequencing, and created detailed screen flows and a testable prototype for review and validation.

The tool became a primary entry point for users seeking guidance across ECH’s service offering.

A screenshot of the decision tool results, showing services for that user.

Results screen allowing users to review, refine, and submit personalised service recommendations with clear summaries and next steps.

Decision tool design

A central outcome of the project was a self-service decision tool designed to guide users toward appropriate services when they were unsure where to begin.

I designed the question logic and flow, worked with stakeholders to refine language and sequencing, and created detailed screen flows and a testable prototype for review and validation.

The tool became a primary entry point for users seeking guidance across ECH’s service offering.

A screenshot of the decision tool results, showing services for that user.

Results screen allowing users to review, refine, and submit personalised service recommendations with clear summaries and next steps.

The decision tool has been used more than 18,000 times, helping users identify appropriate services through self service and reducing reliance on the contact centre, with ongoing improvements informed by analytics and user feedback.

See more work

See more work