Structured knowledge baseline
Reusable, plain-language guidance provides a stable foundation that remains useful without optional enhancements.
Explore the structured knowledge layerPortfolio · Case study
Senior Support Hub
Making complex public-service guidance easier to navigate, without compromising trust.
Senior Support Hub is a knowledge and documentation project I designed to explore a practical challenge: how can we make accurate, often complex public-service information easier for people to understand and use?
The challenge
Accurate information isn't always easy to use
Public services are organised around departments, schemes and procedures. People experience them through real-life events.
An older adult may need to identify the correct Free Travel form. A family member may be helping someone navigate an unfamiliar application. Someone who suspects financial fraud may urgently need to know what to do first.
The information they need may be accurate and available, but finding and interpreting it can still require considerable effort. Guidance may be spread across several sources, presented in procedural language or organised in ways that require people to compare multiple conditions before identifying their next step.
The challenge I set out to address was not to rewrite policy. It was to improve how people encounter, understand and navigate authoritative information.
Authoritative source, high navigation load
The Free Travel guidance begins with the official Department of Social Protection source. Senior Support Hub restructures that information around the user's task without changing the underlying policy.
View the official sourceMy approach
Three layers. Three distinct responsibilities.
The project began with structured, plain-language guidance for older adults, carers and support workers. I then developed a controlled transformation model that combines information architecture, evidence-led governance and assistive user experience enhancements.
Each layer addresses a different part of the challenge and provides the foundation for the next.
Evidence-led governance
Authoritative sources, claim verification and explicit review gates control what the experience is allowed to say.
Explore the governance layerAssistive adaptive UX
Targeted presentation features help people narrow, listen to and act on governed information without automating decisions.
Explore the adaptive UX layerAI is only as trustworthy as the knowledge system it operates on.
The result is a working demonstration of how trustworthy content can support more accessible, adaptable experiences without changing official rules or automating decisions.
See the system working
A governed information system, made tangible
Live demonstration · Senior Support Hub
Explore the working artefact
Move between the structured baseline, governance and adaptive experience to see how the model works in practice.
Narrated walkthrough
See the design decisions in context
The walkthrough explains the three-layer model and demonstrates both public-service scenarios.
Two real-world experiences
Different problems. The same controlled architecture.
Finding the right Free Travel application
The difficultyComparison effort. Users may need to compare several similar application routes before understanding where to begin.
The responsePersona Mode adjusts emphasis for people applying for themselves, helping someone else or supporting a client. Quick Match highlights relevant routes. Read Aloud adds guided sequencing and visual follow-along.
What this illustratesA structured knowledge baseline can support more focused and accessible information experiences. The guidance remains available and the features do not make an official eligibility determination.
Responding to a suspected financial scam
The difficultyUrgency and stress. Someone who believes they have been scammed may need to act quickly while feeling uncertain or overwhelmed.
The responseCrisis Mode prioritises protective steps. The Bank Script Generator offers selectable, pre-authored wording. The Evidence Capture Assistant structures incident details and prepares a printable account without submitting them to a server.
What this illustratesControlled information design can support action under stress. The features do not contact banks, report incidents automatically or determine financial outcomes.
Governance identified and corrected unsupported banking-app guidance before the adaptive experience was built. See the governance correction
Trustworthy adaptive experiences depend on the quality, structure and governance of the information underneath.
Explore how Senior Support Hub is designed