The National Disability Insurance Scheme (NDIS) rollout has changed to a market-based system, but what challenges do consumers and disability service providers face?

 

Purpose 

Care recipients are now responsible for purchasing their supports and self-manage their care assistance, find trusted carers and manage their finances.

Telstra Health wanted to identify opportunities in the market based on the self-model system. I was required to research and design a prototype to test within community care (Aged Care and Disability) to accommodate a self-directed care model in nine weeks. Let's go!

 

Objective

Understand how NDIS is impacting care recipients, carers, families, individual care providers, organisations and identify opportunities for innovation for the market.

Approach

Based on the short time frame, I defining a lean approach to conduct research, recruit, interview, workshop (discovery and ideate) to design and experiment a potentially viable solution to Telstra Health's Innovation Council.

In partnership with Bendigo Health, provided five full-time carers plus five people with various disabilities to conduct 1:1 contextual interviews and workshops to better understand their day-to-day needs, motivations, challenges, aspirations, who they interact with and how this new self-model is currently impacting their lives. 

 
 
 

Download Journey Map

 

Mapping the NDIS Journey

I created a visual story of the current NDIS experience for a care recipient and families. Quantitative and qualitative research identified stages recipients went through to find support, how plus what they are thinking and feeling along the way. 

One of many stories illustrated in this journey was a large portion of the population felt they would not be able to access support or funding from NDIS due to their condition(s) identifying a large unmet need/gap for Australians.

 
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It’s is all about empathy

Putting myself in other people's shoes was an amazing experience. Sarah, who has cerebral palsy accompanied me through the streets of Sydney and got a first hand look into how society has failed to design an environment for everybody, the simple act of crossing the street, plus how society generally acts towards people with special needs.

 

 

A day in the life

The biggest challenge for full-time carers is finding someone to look after their loved ones to do the necessary things we take for granted not to mention finding someone their child will accept and bond which can take quite some time. I had the incredible opportunity to meet two full-time carers who described to me their day-to-day schedule of taking care of their twelve-year-old autistic child. The green illustrates the only free time in their day.

 
The biggest need in community care is Respite, finding trusted carers to look after their loved ones in order to have the time and do things most of us take for granted.
 
 
 

Co-creating the right information

The range of services, care plans and complexity of health can be overwhelming. During the workshops, our participants assisted in organising what information is important, necessary and when which played a pivital role in organising the information architecture.

 
 

Click to enlarge images

 

Using Paper by FiftyThree

 
 

Time for some action

With insights from research, I also facilitated design workshops with stakeholders developing an array of concepts, illustrations and flow diagrams communicating behaviour, interaction and IA and produce a range of concepts and user flows.

As a result, I created three prototypes consisting of two mobile applications for care recipients, field workers plus a responsive platform for organisations to test and validate.

 
 

Establishing the right IA

 
 
 
 

Outcome

Our consolidated customer testing findings indicated a high score when it come to a self-service concept.

RESPONSE 72 DESIRABILITY %

 
 

Reflection

There is a whirlwind of change in policy and practice which is impacting previous notions of community care. As the expectation of software for the aged, disability and community care sector is changing, providers have told us they require to offer a more personalised, modular, cloud-based, and device agnostic solutions to meet the challenges of an evolving workforce and increased client demand.