The educational resource created for Yooralla's disability services customers was thoughtfully designed to convey critical information about the upcoming changes to services due to the National Disability Insurance Scheme (NDIS). The resource employs a clear and neutral tone of voice, ensuring that all communication is straightforward and accessible to a diverse audience. Character designs that resonate with the target demographic were incorporated, featuring relatable figures who guide users through the complexities of the changes, making the content more engaging and easier to understand. Additionally, visual aids and simplified language were utilised to accommodate various learning difficulties, enhancing comprehension and retention for all customers.