Solving a Participation Problem Through Digital Communication

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

"I identify hidden usability barriers in real communities and use digital solutions to enable people to act independently."

In 2018*, Reeya began working with the Victoria Indonesian Language Teachers Association (VILTA), a community organisation supporting teachers, students and volunteers. The organisation was active and valued, yet many members — especially newcomers — felt uncertain about how to get involved.

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 updates were shared across email chains and informal channels. Information existed, but there was no clear place to look, and wording varied between announcements. Long-term members relied on familiarity. New members relied on guesswork.

Reeya recognised the issue was not awareness.

People wanted to participate, but they were unsure they had understood the instructions correctly.

Volunteers received frequent emails asking simple questions about schedules, requirements and registration. Many participants preferred to ask privately rather than risk doing something incorrectly.

Participants were not disengaged — they were cautious. This created a cycle: volunteers repeated explanations, new members hesitated, participation depended on knowing the right person to contact

The problem was not marketing. It was 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!

Page updated

Google Sites

Report abuse