We’re still listening – a behind-the-scenes glimpse into how the Carer Gateway website was developed

3 minute read

The new Carer Gateway website is the work of many people and many areas, from web design and development to user testing, content writing and accessibility.

'The team is made up of people who all have one thing in common – we have all had the goal to produce the best product possible. I have learned a lot from each person along the way, and am proud to be a part of this team.'

We are still listening.

Now the new site is live, we still want to hear from carers and make sure we continue to meet their needs.

If you have feedback on the site, we’d love to hear from you. Let us know:

  • What you like about the site
  • What you’d like more of
  • What you don’t like about the site
  • What isn’t clear
  • What else you’d like to see on the site
'As a public servant, I have worked across varied programs and service areas. Working on Carer Gateway has given me the highest amount of job satisfaction as I feel like what I am doing is making a difference to such an important part of our society – unpaid carers.'

The most important people involved have been carers.

The team aimed to understand what carers wanted and to deliver that as well as we could. The best way to achieve that was to involve carers throughout the project. It has been a long but rewarding process – over more than a year we have asked, listened, designed, written, tested and tweaked based on carer feedback.

At the beginning of the project we interviewed 32 carers, and asked carers to sort topics and test the usability of the original website. We also looked at overseas carer websites to get new ideas and used website data to analyse how carers used the original website.

From that, we decided on some design principles for the new site. We wanted to:

  • be up front and clear about respite and payments
  • increase the emphasis on services for the carer
  • develop content that carers will want to share with others

We used those principles to redesign the site and rewrite content. Then we tested the site with carers and tweaked the draft site – we did a first round of 22 testing sessions, made changes based on carer feedback, then tested again with 21 more sessions.

Finally, when the site was live in beta, we kept on changing content and design using carer feedback from the survey on the website.

'I have loved hearing all the carer stories, and carer voices have really driven this project. It’s been really rewarding to see the site grow and improve each time we made changes.'