Collaborative agency effort transforming end of life support

End of life services

Client

Department of Internal Affairs, New Zealand

Services

Design Workshops Brand Creation User Experience User Interface Design Responsive Design

Industries

Government

Date

2018

Problem

End-of-life planning is an emotionally challenging and often avoided topic, leaving many people unprepared for their own passing or uncertain about how to handle the death of a loved one. The process can be overwhelming, fraught with uncertainty, and complicated by the need to address various cultural and personal considerations. The Department of Internal Affairs (DIA) spearheaded the development of Te Hokinga ā Wairua – End of Life Service, a comprehensive, centralised resource designed to help individuals plan ahead for their own passing or guide them through the practicalities and decisions required when someone they love has passed away.

Solution

To address the challenges of end-of-life planning, the platform was designed to be sensitive, accessible, and culturally inclusive. Working closely with the Department of Internal Affairs (DIA), the team developed a respectful and unobtrusive look and feel that supported users during emotionally vulnerable moments. Recognising the diversity of New Zealand’s cultural landscape, the design process included consultations with communities and iwi to ensure all content was presented with clarity and respect for various traditions. The platform consolidated essential information—such as planning and support, financial preparation, organising affairs, choosing a final resting place, and leaving funeral instructions—into one centralised location. By organising resources in an intuitive way, the service simplified navigation, making it easier for users to explore their options, understand their obligations, and feel confident they were addressing everything important.

www.endoflife.services.govt.nz

Key design decisions

Appropriate and unobtrusive design

Collaborated with DIA to develop a look and feel that was respectful, sensitive, and simple to use. The design aimed to support users during emotionally vulnerable moments without overwhelming them.

Cultural sensitivity

Recognising New Zealand’s diverse cultural landscape, the team consulted with communities and iwi to ensure the information was presented with clarity and respect, reflecting various cultural traditions and practices.

User-focused navigation

The portal consolidates all services and resources into a single location, enabling users to see their options and obligations in one place, ensuring they don’t overlook critical steps.

Impact

Te Hokinga ā Wairua – End of Life Service has become a vital tool for individuals and families navigating the complexities of end-of-life planning, offering both practical guidance and emotional reassurance. It exemplifies how thoughtful design and cultural awareness can transform a complex, emotional topic into a supportive and empowering user experience.

Key takeaways

Empathy drives design

Sensitivity to users’ emotional and cultural needs is critical when designing for deeply personal topics like end-of-life planning.

Community engagement matters

Involving stakeholders such as communities and iwi ensures the service resonates with its audience and addresses diverse needs.

Clarity and simplicity are essential

Organising information in an intuitive and actionable format empowers users to make informed decisions with confidence.