Build digital products with real people with lived experience of disability
Improve your website with insights from real users
Join a practical pilot to help organisations identify digital barriers, improve accessibility and usability and build stronger digital experiences for everyone.
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Evaluate a high-traffic part of your website or digital product or service alongside people with lived experience of disability and get practical recommendations you use.
About the Inclusive Digital Experience Pilot
​The Inclusive Digital Experience Pilot helps organisations understand how people experience their websites and digital products in a world embracing AI search.
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This is not just "testing." It combines lived experience, usability, insight and clear digital recommendations to help customers find and act on the key information you want them to.
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​The pilot is designed to help organisations:
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​identify barriers affecting customers
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improve accessibility and usability
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strengthen digital trust and inclusion
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prepare content and structure for modern search and AI systems.
Why this matters
Most websites and digital services still make it too hard for people to find what they need, understand content or complete important tasks.​
​​Analysis behind this pilot found common problems including:
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content written above recommended Australia's average literacy levels
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accessibility gaps lock users out
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website structures that near impossible for search engines and AI tools to read and understand for user questions.
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When digital services are difficult to use, people are more likely to drop off, contact support or become disengaged.
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Inclusive design helps reduce friction and creates better digital experiences for more people. It also makes better financial sense.
What you will get
A lived experience evaluation
​You will get feedback from a panel of people with lived experience of disability who will test a key part of your website or digital service.
Clear insight into barriers
You will see where people experience friction with navigation, readability, usability and accessibility.
Practical recommendations
You will receive practical recommendations to help improve digital experience, accessibility and content performance.
A stronger foundation for future improvement
The pilot can help inform future design, content and digital uplift work across your organisation.
Who should apply
This pilot for organisations that are serous about improving a high-traffic digital experience.
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Go further than "tick in a box" compliance checks and understand what real users experience.
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​It may be a strong fit for:​
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government and public service teams
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community and disability service providers
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organisations with important online service journeys
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teams responsible for digital experience, communications or customer service.
What is required
To participate in the pilot, organisations will need to:​
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nominate a high-traffic section of their website or digital service
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commit to a six-week pilot process
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contribute to participant incentives and project costs
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provide feedback and be open to a short case study.
How it works
There's a simple four-step pilot process.
Step 1: Submit your expression of interest
Just fill out our form.
Step 2: We'll review and select participants
Three organisations will be selected to take part in the pilot.
Step 3: Digital evaluation experience begins
Work with our team and lived experience participants to test your nominated digital journey and identify barriers.
Step 4: Receive your executive recommendations
Get clear recommendations to help improve accessibility, usability and digital performance.
Why this approach is different
Automated tools and accessibility checkers are useful, but they do not always show how actual people experience websites and digital services.
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This pilot adds the common missing layer: real human insight.
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By involving people with lived experience of disability organisations can really understand:
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what is confusing
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what is hard to use
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what is creating barriers
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what needs to improve first.
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Cost: Only $2997 plus GST.
Who is delivering a pilot
A practical partnership​
Untapped Customer and Black Sheep Communications have joined forces to bring lived experience, digital insight and clear communication together to improve how organisations design and deliver online services.
Black Sheep Communications helps organisations improve digital content, clarity and customer experience through clear language, content design and digital strategy.
Untapped Customer connects organisations with seldom heard Australians, including people with disability, carers and older people, to support research, co-design and engagement.
