Capturing and validating Aged Care customer journeys
Client
Aged Care Quality & Safety Commission
Year
2024
Agency
Paper Giant
Role
User Researcher
Lead Designer
How can we enhance older Australians’ safety, health and quality of life?
We helped the aged-care industry regulator, Australian Care Quality and Safety Commission, understand and visualise the customer experience. The findings enabled the design of a Future State Blueprint and Guiding Principles for the future.
PROCESS
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A qualitative approach that leverages human-centred design practices across 5 phases.
Situate
Discovery
Current State Mapping
Validation
Reporting
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Discovery Workshops
18x User Research Interviews
Current State Mapping in Figma
DELIVERABLES
Current-state Service Blueprint
A comprehensive overview of the ACQSC departments and their relationship with Aged Care Service Providers including their experiences, needs and pain points
The future-state service blueprint outlines a strategic approach for the Aged Care Quality and Safety Commission to deliver innovative products and services that cater to the specific needs of both Older Australians and Providers
Future-state Service Blueprint
FEEDBACK
“This looks fantastic, I can really see how it’s going to help us”
