Clear communication matters. Especially in social and community housing, where the information being shared can affect people’s homes, responsibilities and access to support.
Mission Australia Housing identified an opportunity to improve the way information was being presented to both tenants and staff. Existing tenant fact sheets, standard letters and internal training materials had become text-heavy, inconsistent and difficult to navigate. Much of the language was policy-based, which made some resources harder for tenants to understand and less engaging for staff to use.
Big Picture Training was asked to support Mission Australia Housing to make these materials clearer, more consistent and easier to use.
The challenge
Mission Australia Housing wanted to improve both internal and external communication materials.
For tenants, the existing fact sheets needed to be easier to understand, more visually consistent and better aligned with the way people actually read and absorb information. The materials contained important content, but the format and language made them harder to engage with than they needed to be.
For staff, internal training resources, including PowerPoint presentations, needed to be refreshed so they were more dynamic, easier to navigate and better suited to learning and development delivery.
There was a clear opportunity to create a more consistent communication approach across the organisation, supporting staff and tenants with information that was accessible, practical and visually engaging.
What we delivered
Big Picture Training partnered with Mission Australia Housing to redevelop a suite of standard letters and tenant fact sheets, ensuring they aligned with the organisation’s brand guidelines, policies and procedures.
We applied Plain English principles to make the content clearer and easier to understand. We also used nudge theory and behavioural insights to improve engagement, helping tenants find the information they need more easily and encouraging positive action where required.
Alongside the tenant-facing resources, we redesigned existing PowerPoint training materials to support more engaging and effective delivery for staff. This included improving structure, visual flow and consistency across the materials.
The work brought together communication design, behavioural insights, learning design and housing sector experience to create resources that were practical, accessible and aligned with Mission Australia Housing’s wider organisational approach.
The impact
The project resulted in a suite of clear, accessible and visually consistent fact sheets to support both staff and tenants.
The updated training materials are now more engaging, easier to navigate and aligned with Mission Australia Housing’s brand. Staff have access to better tools to support learning, while tenants benefit from information that is easier to read, understand and act on.
Most importantly, the work helped create a more consistent and human approach to communication across the organisation.
Client feedback
“What a journey it’s been! I’ve truly enjoyed working alongside you and learning from each of you. Together, we’ve delivered some fantastic outcomes for the organisation, our staff, and tenants.
We began by exploring Nudge Theory to shape the letter project with Jo and quickly saw opportunities to expand, creating Fact Sheets with Ellie and developing learning and development tools with Shenaid.
It’s been an absolute pleasure collaborating with you all, so easy to work with, which is bliss.
Thank you 🌻 Until next time!”Brenda Scott, Mission Australia