Strategic redesign of a community health process to optimise CX
Client
healthAbility
Timeframe
April 2024 - June 2024
Role
Principal
Engagement
Interviews with 12 customers and workshops with 15 staff
“Imagine if intake happened through the HotDoc version for community health. Simple intakes. Consistent follow-up. All in a single platform.”
— Research participant
Objective
To document the pain points in the current healthy ageing intake process to imagine and visualise an optimised intake process for the service.
Methodology
We combined research and direct engagement with customers and staff to envision an improved intake procedure.
Phase 1: We reviewed healthAbility's materials, including corporate strategies and previous service designs. We also interviewed 12 customers—comprising older Australians, council staff, and health practitioners—to gather diverse perspectives on the intake experience.
Phase 2: Using our findings, we drafted a future-state experience visualised through a hybrid process and journey map. We tested the new experience with customers and staff to ensure it aligned with healthAbility's goals and addressed shared concerns. Workshops were held with staff to validate our proposals and identify priority actions for improvement.
Phase 3: We developed a comprehensive evaluation program to measure the success of the new intake process and customer experience across all its service offerings.
Outcome
We delivered a detailed redesign of the healthy ageing intake process. Visualised as a hybrid process and journey map, it outlined 92 specific actions to address 19 essential customer experience needs.
Additionally, we provided an impact framework to enable the organisation to measure success and make informed decisions throughout the redesign and implementation phases of the new intake experience and across its service offerings.
Our work offers healthAbility a scalable, data-driven approach to refining its intake process, ultimately boosting customer satisfaction and improving care delivery in line with its operational aims.