Client

Telstra Health

Sector

Healthcare

Services

Research & insights

Deliverable

- Actionable Report
- Solutions

Overview

Telstra Health partnered with our agency to identify opportunities to enhance in-home care services for aged and disability care recipients.

Faced with challenges such as workforce shortages, long waitlists, and inconsistent care quality, Telstra Health aimed to revolutionise service delivery through a customer-centric approach. Over five weeks, we conducted in-depth research to uncover key pain points and deliver actionable areas to focus on improving in-home care outcomes.

Strategy

Our approach was grounded in user experience design principles:

Simplify

Simplify administrative and management processes to reduce friction for service providers.

Empower

Empower recipients with tools to manage their care plans independently.

Trust

Foster trust through transparent communication and real-time updates.

Results

Impact Metrics

20%

Workforce Retention

Training and recognition initiatives boosted support worker morale.

25%

Reduction in Waitlists

Optimised scheduling improved service availability.

30%

Increase in Recipient Satisfaction

Enhanced self-management tools empowered recipients.

A woman in a wheelchair having a discussion with a colleague at a café table, with a laptop open and natural light streaming through the window.

Unmet Needs Identified

Care Recipients

Inconsistent and unreliable care schedules lead to disruptions in daily routines.

Lack of clear communication regarding changes or updates to services.

Limited ability to manage or customize care plans independently.

Carers

High levels of burnout due to excessive workloads and limited support.

Lack of recognition or career advancement opportunities, impacting morale.

Insufficient training on tools and processes creates inefficiencies.

Providers

Administrative burdens due to outdated scheduling and rostering systems.

Difficulty maintaining consistent care standards across diverse geographical areas.

Limited real-time visibility into workforce availability and recipient needs.

Research and Insights

To gain a comprehensive understanding, we employed a user-centered research methodology:

Initial Research

To set a strong foundation for the project, we collaborated closely with Telstra Health staff and Subject Matter Experts (SMEs). During these sessions, we gathered and analysed real-world stories and insights observed within the healthcare space. This approach helped us to:

  • Identify critical gaps in knowledge and service delivery.
  • Validate existing assumptions with experienced perspectives.
  • Distinguish between known facts and areas requiring further exploration.
A woman in a wheelchair having a discussion with a colleague at a café table, with a laptop open and natural light streaming through the window.

In-Home Interviews

We engaged with 34 participants, including care recipients, families, support workers, and service providers.

Contextual Inquiry

We shadowed support workers to observe daily workflows and client interactions.

Empathy Mapping

We ran workshops to visualise people's daily emotional journeys with support workers and service provider staff.

Competitor Analysis

We evaluated platforms like HireUp and other emerging fin-tech healthcare services.

Execution

Proposed solutions we designed for implementation

Applications

Tools to enable recipients to manage their care plans, schedules, and funding.

Streamlined Operations

Enhanced scheduling systems for efficient resource allocation.

Communication Enhancements

Direct channels for better coordination between stakeholders.

Accessible Technology

Simplified interfaces and support for elderly users.