A participant-led digital coordination platform to mitigate systemic communication overload
"Only 38.1% of working-age NDIS participants report the ability to advocate for themselves"
— Australian Institute of Health and Welfare (2024)
This research integrates systems theory, cognitive load theory, and disability justice frameworks to examine how infrastructure design can scaffold agency.
This paper investigates the development of a participant-led digital coordination platform—referred to as the NDIS Navigator—as a targeted intervention to mitigate the systemic communication overload experienced by participants of the National Disability Insurance Scheme (NDIS).
NDIS participants experience significant administrative complexity and fragmented information flows that impede self-advocacy.
Strategic Self-Advocacy provides a survivor-authored model for accessible system reform and participant authorship.
Centralized, role-based dashboards and permissions-aware communication flows significantly reduce overload and support ethical participation.
This paper investigates the development of a participant-led digital coordination platform—referred to as the NDIS Navigator—as a targeted intervention to mitigate the systemic communication overload experienced by participants of the National Disability Insurance Scheme (NDIS). While the NDIS was designed to promote autonomy, many participants are encumbered by administrative complexity, role confusion, and fragmented information flows.
Only 38.1% of working-age participants report the ability to advocate for themselves (Australian Institute of Health and Welfare [AIHW], 2024), indicating a significant gap between policy aspirations and practical realities. This study integrates systems theory, cognitive load theory, and disability justice frameworks to critically examine how infrastructure design can scaffold agency.
The research introduces the Strategic Self-Advocacy (SSA) methodology as a survivor-authored model for accessible system reform, aligning platform functionality with relational coordination, semantic transparency, and participant authorship. Findings indicate that centralized, role-based dashboards and permissions-aware communication flows significantly reduce overload and support ethical participation. The paper concludes by proposing scalable applications for SSA-informed infrastructure across public systems.
Three foundational theories inform the Strategic Self-Advocacy methodology
Examines how NDIS participants navigate complex interdependencies between service providers, support workers, and administrative systems.
Addresses the mental burden of managing multiple communication channels and complex information flows in NDIS coordination.
Provides survivor-authored framework for accessible system reform that centers participant autonomy and ethical participation.
A participant-led digital coordination platform designed to reduce communication overload
Centralized interfaces tailored to different participant roles and needs, reducing complexity and information overload.
Smart communication flows that respect privacy while enabling effective coordination between all stakeholders.
Clear, accessible language and visual design that reduces cognitive load and enhances understanding.
Survivor-led design processes ensuring the platform reflects lived experience and actual participant needs.