For many Australians, finding a public toilet when nature calls is the difference between living with freedom and exclusion from their community.
Deliverables
Psychological State Spectrum and impact rating
Usability Testing Report
Design Recommendations
That’s why we partnered with Continence Foundation Australia who manage the National Public Toilet Map (NPTM)—an essential online service connecting users to public toilets nationwide—to create a more user-friendly, accessible experience for all.
People living with incontinence, disabilities, bladder and bowel issues, and young mums rely on the NPTM to navigate their day-to-day lives. But the tool was falling short: usability issues (particularly for people with disabilities), branding inconsistencies across iPhone, Android, web and app, and a lack of recognition as a trusted government resource created confusion and frustration. A redesign wasn’t just an opportunity—it was a necessity to empower Australians to live with confidence and ease.
Insights revealed not only functional barriers but also emotional states that affect how people use the tool
We conducted in-depth user testing with diverse groups—including those living with incontinence and a control group of non-users—to understand how they interact with the app. Insights revealed not only functional barriers but also emotional states that affect how people use the tool. We performed a heuristic evaluation of the current app, accompanied by a branding review to ensure alignment with the core values of the three brands involved: the Department of Health and Aged Care, the Continence Foundation of Australia, and the National Public Toilet Map.
Armed with this data, we:
- Proposed a revamped user experience to simplify navigation and make the tool more intuitive for diverse user needs.
- Addressed pain points with usability testing, ensuring smoother interactions across mobile and desktop platforms.
- Created a cohesive, recognisable brand identity to instill trust and highlights the app’s affiliation with the government.
- Designed clear and accessible pathways for all users, from urgent searches to proactive planning.
Our work on the NPTM delivered results that truly matter:
- Enhanced Accessibility: A user-friendly interface to ensure anyone can quickly find the facilities they need.
- Cohesive Branding: A unified identity to improve trust and recognition across all platforms.
- Smarter Usability: Usability testing resolved key challenges, making navigation easier than ever.
- Empowered Users: Australians will be able to move freely and confidently, knowing relief is a click away.
By addressing both practical and emotional needs, we transformed the National Public Toilet Map into a trusted, empowering resource that allows more Australians to navigate their communities with ease and dignity.
