Visual way-finding to support low literacy
We conceptualised how we might help learners with variable literacy levels and complex needs to feel more confident in identifying the best learning pathway for them. We learnt that using a friendly human avatar, plain English, and pairing key options with clear visuals, meant learners would self-serve for longer before needing to book a call.
We moved beyond simple web accessibility, to focus on inclusive and equity-centred design. Considering to apply for higher learning is a brave topic for vulnerable learners; with issues like self-esteem, low income, and a history of failure in the traditional education system coming to the fore. It was important that the digital experience on Te Pūkenga’s website helped them feel comfortable and empowered to take the next step forward.