Approximately 1 in 6 NSW residents are over the age of 65. The OneCX program has launched a new hub to help the state’s seniors find savings to fight cost of living pressures, while also bringing together information on how to take on life’s golden years in a single hub on nsw.gov.au.
Seniors play an important role in our communities. They have diverse needs and want to stay engaged with their community.
The new Seniors section provides NSW's senior residents with a single source of truth that caters to all levels of accessibility. There are tools and resources to help seniors access resources in a digital format. By also offering language translation options, it is the most inclusive online resource for senior residents.
The page provides links to more than 10 different NSW Government resources, such as the Senior Cards Discounts and Deal map. The map includes a list of retailers that accept the Seniors Card.
It also contains key topics relevant to seniors living across NSW, including:
- Managing finances – how to apply for a Seniors Card and guides on energy rebates.
- Housing - NSW Government home-buyer incentives, managing rent increases and mortgage help.
- Health – how to maintain healthy bones, what to look for in symptoms of Alzheimer’s and dementia.
- Driving and transport – information on how to renew a Drivers Licence after 70.
- Household emergency plan – how to prepare for bushfires, floods and heatwaves.
- Housing and care – guides on choosing between aged care homes and receiving care at home.
- Life events – what to include in a will and information on power of attorney.
Seniors Card users participated in primary research to improve the user journey. This helped identify how to tailor the digital experience to this group.
Some of the key findings from this research included:
- users struggled to navigate the web pages to find the information they were looking for,
- having different entry points and pathways for the same purpose was confusing
- users would often get lost moving between pages and websites as there were too many calls to action.
A key goal resulting from this research was to synthesise information about a particular topic onto one page, so users don’t have to navigate between many pages and lose access to information.
By assuming a customer has no prior knowledge when they first visit a page, we can present content in a way that is simple for the customer to digest, ensuring they are confident in their future interactions.
The Seniors Festival and Seniors Expo pages have merged. Each year, the Seniors Festival celebrates the contributions made by older adults to our communities. With over 500,000 people attending each year, this festival is the largest of its kind in the southern hemisphere. There is also Grandparents Day to help the community celebrate grandparent relationships.
The user experience for seniors has improved due to the updated look and feel of the pages. 118 pages of content has consolidated to 34 pages and the SEO score has increased from 80 to 89.4.
The Seniors pages now provide easy access to support for everyone's individual circumstances.