01 CASE STUDY OVERVIEW
A digital experience to match one of WA’s leading care providers.
Avivo is one of Western Australia’s leading care providers, supporting thousands of people each year across disability, aged care, mental health and veterans’ services. As the organisation continued to grow, so too did the range of services, customer needs and pathways into care.
Clue partnered with Avivo to develop a people-first digital strategy that made it easier for people to understand their options, navigate the organisation and access the support they needed. The result is a modern digital platform designed around real customer journeys, providing a strong foundation for both today’s users and the organisation’s future growth.
Client
Avivo
Industry
Non For Profit
Expertise
- Web & Experiences
Year of Completion
2025
Website
avivo.org.au
02 The Challenge
Making care and support easier to navigate.
Finding the right support isn’t always straightforward. Every visitor arrives with different circumstances, whether they’re seeking care for themselves, helping a loved one or referring someone into Avivo’s services. At the same time, Avivo delivers hundreds of services across multiple areas of care, creating a level of complexity that needed to be simplified without losing depth or flexibility.
Our brief was to create a digital experience that made these pathways feel intuitive while supporting the operational needs of one of Western Australia’s largest community care providers. The platform also needed to provide a scalable foundation for future digital marketing, recruitment and continued organisational growth.
03 Our Approach
Insight before interface.
Every successful digital experience begins with understanding the people using it. Before a single wireframe was designed, we worked closely with the Avivo team to develop a comprehensive digital strategy that aligned business objectives with genuine customer needs.
Through stakeholder workshops, customer research, persona development, customer journey mapping, market analysis and competitor research, we identified how different audiences searched for support, where friction existed and what information they needed at each stage of their journey. These insights became the blueprint for every decision that followed.
Rather than structuring the website around departments or internal service categories, we designed the experience around people. Information architecture, navigation, page layouts and content hierarchy were all shaped by real customer journeys, making it easier for visitors to confidently find the support most relevant to them.
One of the defining features of the platform is the Start Your Journey experience. Instead of asking users to understand Avivo’s service offering from the outset, the website guides them through a series of simple questions before directing them towards the most appropriate services based on their individual circumstances. This creates a more personalised experience while removing much of the complexity often associated with navigating care services.
The website was built on WordPress as a scalable platform capable of supporting more than 160 pages of content while remaining intuitive for both customers and internal teams. Accessibility, technical SEO and performance were considered throughout the build, ensuring the platform was not only easier to use, but also ready to support ongoing digital marketing and future growth.
04 The Outcome
A platform built around people.
The result is a modern WordPress website that reflects Avivo’s people-first approach while making it significantly easier for Western Australians to understand, navigate and access the support they need.
Supporting more than 160 pages of content, the platform combines intuitive navigation, personalised customer journeys and accessible design to create an experience that feels simple despite the complexity behind it. The Start Your Journey feature gives visitors confidence they’re heading in the right direction while providing Avivo with a flexible platform that can continue evolving alongside the organisation.
“Working with Clue has been a great experience. They quickly understood our customers, our context, and what really mattered to the experience we were trying to deliver. Their approach has been thoughtful, practical, and strongly customer‑centred—not cookie‑cutter or theoretical. Communication is clear and responsive throughout, and they are easy to work with even as needs evolved. Clue feel like a genuine partner in improving customer experience, not just a supplier. I’d confidently recommend them to any organisation serious about CX that actually makes a difference.”
Michael McBride
EXECUTIVE & GENERAL MANAGER, AVIVO
The new platform provides Avivo with a strong digital foundation for the future, making it easier for people to access support today while giving the organisation the flexibility to grow, adapt and continue delivering exceptional experiences as community needs evolve.
