The Opportunity

I was tasked to gain insights into how people are facing challenges at home, what are their circumstances, are their support needs being met, how people interact with their social or supporting networks, how providers manage health services intending to deliver a rewarding quality service for people within the community space.

 
 

The Vision

Explore how to create an aged care system that enables people to remain at home, stay active within their communities and close to their loved ones.

 

The Outcome

The service concepts tested high with providers as the new experiences offered a more personalised, modular, cloud-based, and device agnostic solution that met the challenges of an evolving workforce and increased client demand. This helped Telstra Health – ADCC to reveal their vision for disability and community care software Click Here

 
 
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Establishing alignment

I facilitated a focus group workshop with multiple senior stakeholders plus a key influencer or decision maker from each department.

We looked at the challenges, areas of focus, activities that will get us there, what capabilities can gain the team momentum and how will we measure success assisting in guiding the overall strategy.

This case study focuses on Health Care providers and how can we design service solutions deliver better care to people at home.

 
 

The Approach

I devised a small team visiting five community health providers throughout Australia. We ran focus group workshops plus one-on-one contextual interviews with individual staff members. I formed insights into how providers and employees currently manage their day-to-day, combined with our participant research strategy (people who receive care).

 
 

Mapping the current Service

Our clients had a blast workshopping their day-to-day activities with us.

 
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Empathy mapping worksop with staff members at Anglicare

Empathy mapping worksop with staff members at Anglicare

Service Blueprint Workshop asking providers what, when, why and how they were going about their day-to-day operations.

Service Blueprint Workshop asking providers what, when, why and how they were going about their day-to-day operations.

 
 
Scenarios identified that drove activity & structure for a Service Blueprint

Scenarios identified that drove activity & structure for a Service Blueprint

Crafting initial lo-fi Service Blueprints based of the our findings

Crafting initial lo-fi Service Blueprints based of the our findings

 
 
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Illustrating the Service

I created multiple service blueprints based on a variety of scenarios assisting the product team in establishing key focus areas and priority based on the most underserved need. Once we understood this, I ran experiments to test minimum viable service concepts with our selected providers.

 
 
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Creating Service/Features


Concepts, together.

Once our experiments tested well, I assisted in coaching the Telstra Health team to design an array of concepts as pain relievers. I introduced prioritisation filters via desirability, feasibility, and viability with multiple domain stakeholders. We then tested these concepts to Telstra Healths clients (providers).

 
 

The Outcome

The service concepts tested high with providers as the new experiences offered a more personalised, modular, cloud-based, and device agnostic solution that met the challenges of an evolving workforce and increased client demand. This helped Telstra Health – ADCC to reveal their vision for disability and community care software Click Here

 
 
 
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Finding The
Right Care

Responsible for the discovery and design to help people with disability find, hire and manage carers who fit their needs and share their interests.