SUMMARY : Solving a Participation Problem Through Digital Communication

Type of work - Information design + participation system (communication as a support service)

Project focus - Improved participation in a community organisation by redesigning how information was communicated and accessed, turning uncertain members into confident participants.

The Problem - Members were interested but hesitant to participate. Information existed, but it was scattered across emails and informal channels, wording varied between announcements, and newcomers were unsure how to get involved. Volunteers repeatedly answered the same questions.

The issue was not awareness — it was reassurance.

My Role - Analysed communication behaviour and designed a digital information system (website structure, messaging, and guidance) to support understanding and independent action.

What I Did (find the mind mapping → here)

- - - - Reviewed enquiries and identified common confusion points
      - Interviewed teachers, volunteers, and participants
      - Rewrote instructions in clear, plain language
      - Structured information into predictable sections (what it is, how to join, who to contact)
      - Designed a central website as a single source of truth

Key Decisions

- - - - Treated communication as a support service, not promotion
      - Focused on clarity and predictability
      - Guided users step-by-step rather than expecting prior knowledge
      - Designed information for first-time members, not existing insiders

Outcome

- - - - Reduced repeated enquiries
      - Volunteers spent less time explaining instructions
      - New members joined without needing personal guidance
      - Participation confidence increased

"Reeya identifies the hidden barriers that stall community engagement, using digital solutions to turn confusion into independent action."

In 2018*, Reeya began working with the Victoria Indonesian Language Teachers Association (VILTA), a not-for-profit community organisation supporting teachers, students and volunteers across Victoria. While the organisation was highly valued, communication relied on fragmented messaging and unclear information structures. This made it difficult for members—especially newcomers—to navigate activities and participate in programs.

Pic: Indonesian Language Model UNITED NATIONS (UN) event for students at the Treasury Theatre, 1 MacArthur Street, Lower Plaza, East Melbourne.

The Challenge

The "Hidden" Barriers

VILTA’s information was scattered across emails, informal channels and a one-way website. Members wanted to participate but lacked confidence they had understood the process, leading to inconsistent engagement and heavy manual coordination by volunteers.

Frequent clarification emails about schedules, requirements and registration showed participants weren’t disengaged — they were cautious, often relying on personal contacts instead of clear guidance.

Reeya identified the core problem wasn’t awareness or marketing, but clarity and reassurance.

The Approach

Clarity and Predictability

While caring for a newborn 👶, Reeya steadily rebuilt how information was communicated, focusing on clarity rather than promotion.

Her Mind Mapping for The New Website

Reeya's mind map demonstrates a successful and comprehensive brainstorming effort for the VILTA.ORG.AU website. Her plan effectively outlines key functionalities, neatly categorised into Membership, Admin, and Public sections, while also clearly defining the expected outcome.

The mind map highlights Reeya's strong understanding of various aspects: user needs (like membership management and information access), administrative requirements (including content management, website maintenance, and a database for internal office affairs), and the dissemination of public-facing information (such as organisational details, news, and opportunities). Through this plan, Reeya successfully created a website that is modern, informative, adaptable to various needs, user-friendly, and responsive across different devices.

*) Please note: VILTA's website design has evolved since Reeya's last involvement in 2023. Although the visual presentation has been modified, the underlying functional structure she established is still in place.

The Outcome

From Hesitation to Participation

The results of Reeya’s strategic overhaul were gradual but noticeable. By treating communication as a support service rather than just promotion, Reeya proved that clear, reassuring information is the key to a truly inclusive community.

Reeya didn't just build a website; she built a bridge that allowed every member to participate with ease.

The project showed that participation problems were not caused by lack of interest, but by uncertainty. Clear and reassuring communication allowed people to take part confidently.

Sample of Marketing Peripherals

This work experience represents hours of Reeya's research and design thinking. Do you have any insights to share?

Let's collaborate!

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