How Scope used content design and online community building to improve connection for parents of disabled children

A fresh look at supporting parents online 

When a member of the Scope team joined the Designing Digital Services Course, they started with the goal to encourage more parents of disabled children to engage with their online community.  

But as they moved through the service design process, that goal evolved. Instead of focusing on bringing more people in, they began to look at ways to improve content to further meet the needs of parents already engaged. 

Discover & Define: understanding what parents need 

The team began by mapping what they knew and what they didn’t using a knowledge board. 

They knew that: 

• Parents of disabled children have less time as caring responsibilities often come on top of work and family life. 
• There’s lots of support out there, but it varies and can be hard to find.

They thought they knew that: 

• Parents use social media to connect with others. 
• They want support but can be unsure where to go for it.

They needed to research further: 

• Whether parents knew about Scope’s community. 
• How parents used online forums compared to social media.

User research 

To fill these gaps, the team conducted user research by running an anonymous survey using SurveyMonkey, shared across Facebook groups, Mumsnet, and the Scope Online Community.

Key findings: 

• Neurodiversity was the most common disability mentioned. 
• Parents preferred social media groups run by other parents, valuing lived experience and peer connection. 
• They wanted tailored, relevant support from professionals. 
• Most were digitally confident but not always aware of where to go for help.

This insight helped Scope see that engagement wasn’t just about engaging more people, it was about making digital support more useful and engaging for those already there.

Develop: testing digital solutions 

Scope tested new ways to deliver information using digital tools introduced during the course. They explored how AI could help keep information fresh and accessible. 

They tried several tools and settled on two

• NotebookLM, an AI-powered tool for summarising and organising information. 
• Notion, for building a shared resource bank and planning content. 

They also created short podcasts using Notebook LM on popular topics discussed in the community WhatsApp group and posted them online for feedback.  

These small tests showed what worked, what didn’t, and where more time was needed to refine the approach.

What changed 

The team’s thinking shifted during the course from bringing in more parents to changing the way they deliver information and support to the community in general. 

By the end, they had

• A new bank of educational resources built in Notion, soon to be used to train and support volunteers. 
• Confidence that AI can be used positively to make content clearer and easier to manage. 
• A better understanding that marketing and advertising might be needed to grow reach, but content design and delivery can make engagement more meaningful.

Key takeaways for other organisations 

• Start with what users need, not what you think they need. 
• Small digital changes like trying new tools or formats can have a big impact. 
• AI tools can support accessibility and creativity, not replace human connection. 
• Iterate and test: refining ideas over time leads to stronger outcomes. 

“This was a good course, really well-paced. We had enough time to trial and test. The support’s been brilliant, and I’ll definitely recommend it.”

Join the next course 

Inspired by Scope’s experience? You can explore how digital tools can transform your organisation’s services too. Join the next cohort of the Designing Digital Services Course and start experimenting, learning, and testing ideas to better meet your users’ needs. 

Spaces are limited, so join the waitlist today to secure your spot and take the first step towards rethinking your services.