51 Digital end-of-life planning: insights from user experience and focus groups

<h3>Background</h3> Critical Info was founded in response to a personal experience with loss and the challenges of navigating fragmented end-of-life resources. After the sudden death of a friend in 2023, it became evident that Australians lacked a clear, centralized system for managing essential documents, estate planning, and bereavement support. Critical Info evolved from a simple spreadsheet into a comprehensive SaaS-based planning tool to address this. Developed as a social enterprise, it offers a structured, user-friendly system for individuals to organize critical documents. The platform has been refined through multiple focus groups and collaborations with organizations such as Griefline, the Australian Home Funeral Alliance, and the Australian Funeral Directors Association. Public education initiatives, including the Don’t Be Caught Dead podcast and the guide My Loved One Has Died, What Do I Do Now?, further bridge the gap between awareness and action. <h3>Objectives</h3> This study evaluates the usability, accessibility, and effectiveness of the Critical Info Platform in assisting Australian carers with end-of-life planning. The focus group aimed to identify strengths, areas for improvement, and participant confidence in using the system for long-term document management. <h3>Methods</h3> A two-week online testing phase (February–March 2025) was followed by a facilitated Zoom discussion (March 2025). The focus group included 16 Australian carers who completed a structured 15-day questionnaire covering personal, financial, and legal preparedness topics. Participants provided qualitative feedback on usability, emotional impact, and technical functionality. Optional one-on-one interviews were offered for more personal reflections. <h3>Results</h3> Community Engagement &amp; Holistic Approach: Participants valued the platform as a centralised hub, reducing stress and enhancing preparedness. Many saw it as an essential tool for ensuring their wishes were documented and accessible. Technology &amp; Innovation: Users found the platform intuitive but reported challenges, including unintended activation of accessibility settings, difficulties with audio uploads, and navigation issues around saving and retrieving media. Person &amp; Family Perspective: Emotional engagement was significant; many users felt relieved, though some found certain sections confronting. The sequential structure was helpful for guidance but restrictive for some. Implementation Journey: Improvement suggestions included enhanced user guidance, flexible navigation, a physical backup for non-digital users, and affordability considerations. <h3>Conclusion and Implications</h3> Digital platforms can transform end-of-life planning but must prioritise accessibility, emotional sensitivity, and adaptability. Findings emphasize the need for user-centred design improvements, technological refinements, and greater community engagement to ensure inclusivity and effectiveness.