Purpose

Consumers are now responsible for purchasing their own supports and self-manage their finances with specific roles and responsibilities as part of their individualised NDIS plan.

There was a prototype already made to find workers via a directory with limited functionality and little market research. I was consulted to prescribe an approach to deliver a service within community care designed to accommodate a self-directed care model in nine weeks.

Objective

Find out how NDIS is impacting care recipients, carers, families, individual care providers, organisations and what opportunities exist for innovation and design prototypes to test in the market making.

Approach

Conducting a half-day workshop with stakeholders, looking into the rationale, basing our analysis & logic for making better decisions that go into planning, designing, resourcing that will guide our approach, understand challenges, focus areas, activities, principles and how to measure success?

In partnership with Bendigo Health who provided us with five full-time carers and five people with various disabilities.

Mapping the Journey

Through extensive community research, I gained an in-depth understanding for participants experiencing the NDIS at every stage and what opportunities exist for innovation?

Customer Journey Map Workshop
NDIS Customer Journey Map

Empathy

I was fortunate enough to speak with two full-time carers who have an 11-year-old child who has autism and was kind enough to allow me to illustrate their story.

Mental Model of a family with an Autistic Child

Establishing the right information

The range of services, care plans and the complexity of health can be overwhelming so designing the right information allowing people to access the right care to reach their goals and aspirations was an amazing challenge. Via a range of activities, our focus group assisted in organising what information was important and when.

User Centred Research

Care Recipients & Full-Time Carers

  • Prefer to use mobile devices
  • Finding, comparing, communicating & booking top rated or trusted individual providers is difficult
  • Finding or purchasing special needs equipment is frustrating
  • Information based on individual needs is scattered
  • Understanding care pathways is challenging
  • Better manage transactions and budgets

Organisations

  • Problems with health workforce supply and distribution
  • Attract and retain staff
  • Better manage individual providers
  • Gain market recognition
  • Ability to target special needs services and equipment

Individual Care Provider 

Difficulty in:

  • Attracting and retain customers
  • Streamline claims and payments
  • Adding services
  • Manage my bookings easily
  • Gain ratings

Focus Area

Prototype a mobile application for full-time carers and care recipients with a disability to find carers providing and services, find news based on their disability, purchase products and browse their budget or transaction history.

Design a web portal for organisations to list their locations, workforce, services based on location, an e-commerce experience featuring their products, list, communicate and approve individual provider requesting to join, promote services and more.

Design an individual provider App allowing workers to list services, skills, qualifications, communicate and link to organisations, communicate to care recipients, receive/manage bookings and promote their profile allowing

Time for some action

With insights from the research on hand, I began to design a vast array of concepts, illustrations and flow diagrams placing these ideas into the hands of product teams, stakeholders and clients that informed better product improvements.

Hi-Fidelity Designs

Disability Service Finder

Outcomes

I designed three applications consisting of a:

  • Care recipient provider iOS app with over 90 screens users interacted with
  • Care worker iOS application comprised of over 40 screens
  • Organisation desktop portal allowing providers to add, manage care services.

The prototypes had a significant impact via our usability testing when asking users how would they rate this experience, the average was 9/10.

Presenting the research, prototype and usability findings to Telstra’s Health’s Innovation Council got an overwhelming response.

The next steps were to design a commercial model, dig deeper into revenue streams and design a new team capable of building the solution.