How CC4LD used Tripetto to develop accessible processes and empower their members

By using Tripetto and a Service Design approach, CC4LD transformed a challenging process into one that empowers their members.

Conwy Connect for Learning Disabilities (CC4LD) do amazing work promoting the rights of people with a learning disability living in North Wales. People with learning disabilities can become members to take part in fun activities for themselves and their families, get support for self-advocacy and access easy-read guidance on getting their health checked. 

However, the CC4LD membership process had a problem: the membership form was difficult for members to complete independently. This case study explores how CC4LD used Service Design and Tripetto to develop a more accessible, easy-read form during their time on our Designing Digital Services course.

The problem

During user research, the team learnt that members with learning disabilities struggled to fill out their membership forms independently, and autonomy is very important to the organisation's values.

This created two major issues:

1. User Experience Challenges: Members with learning disabilities require significant support to fill in the current membership forms, even if they are provided in easy-to-read paper copies. This can make them feel less independent.
2. Time Burden on Staff: Staff had to spend extra time inputting membership forms for users with learning disabilities.

So they decided to focus on ‘How might we make sure people with a learning disability and their families can access the form easily, whilst also being able to complete it independently if they wish?’.

How they used digital to solve it

To address these challenges CC4LD decided to simplify their form design by building an easy-read version with Tripetto. 

Why Tripetto?

CC4LD used Tripetto to create a form that followed a simple logic model. A logic model is a way to create different branches in a form which only asks questions relevant to users based on the answers they gave in previous questions. Tripetto was a great choice because it let CC4LD add images directly into form questions, perfect for an easy-read form.

Using Tripetto, CC4LD designed a prototype of the membership form that followed principles of easy readability while also making it more user-friendly and on-brand. Tripetto is also free to use with the option to upgrade to a paid plan so it was a great tool to use for a prototype. Their free plan includes all question types, unlimited form logic and Tripetto's unique form faces.  If you’d like to learn more about Tripetto we’ve created a guide on how to use it.

Testing and iteration

The team received overwhelmingly positive feedback after they tested their prototype with service users and staff. They conducted interviews and focus groups and the insights they gathered indicated the prototype addressed a genuine need within the organisation.

Looking to the future they want to test their form using a screen reader as well as researching how they can further automate the process using Power Automate or Zapier to link this form with their members list. For inspiration, learn how a community centre used Zapier to connect their events page with their mailing list.

By using Tripetto and a Service Design approach, CC4LD transformed a challenging process into one that empowers their members. 

Join the next course

The team shared that they ‘“loved the knowledge of the team leading the course. Being informed of all the incredible tools out there could make a huge difference to our organisation moving forward.’”

If you’re interested in joining a course in the future, sign up for our waitlist.