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Opportunity

 

Let's face it, we are eventually going to get old or may get into an unforeseen accident, and we are going to need some form of assistance. We tend not to think about it until we come to a conclusion or unfortunate realisation that we need help and how this will affect our day-to-day lives.

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

Below is the a glance at the provider engagement piece.

 
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goal

Create to a care system that enables people to live the richest
possible lives, at home, in their communities, with their loved ones.

 
 
 

APPROACH

Visiting three community health providers partners throughout Australia with a variety of operating models and sizes, we formed insights into how providers currently manage their day-to-day, combined with our participant research strategy assisting in shining a new light of a future state for healthcare for Providers in Australia.

 
 

MAPPING THE CURRENT CX

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

 
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 Empathy mapping worksop with staff members

Empathy mapping worksop with staff members

 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.

 
 

Expressive Blueprint

 

Based on our interviews, I designed the current service experience for providers.
The blueprint below was one of many designed and in particular the on-boarding experience for carers, a common pain-point and theme that emerged when visiting provider. Our service blueprints was used as a discussion point with the Telstra Health product team that enabled a clear vision and action plan for a Minimal Viable Service Roadmap.

 
 
 
Service Blue Print
 
 
 Scenarios that drove structure to a future state blueprint

Scenarios that drove structure to a future state blueprint

 Workshopping a potential future service experience

Workshopping a potential future service experience

 

DESIGNING THE FUTURE SERVICE

 

By understanding peoples day-to-day activities outside and inside the digital experiences, enabled a new lens into areas of opportunity for providers, their workforce and most importantly how this will provide a positive impact for people at home receiving care.

 
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OUTCOME

 

 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. 

Telstra Health – ADCC reveals vision for disability and community care software.
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