Connected tech for connected care
Supporting one of Australia’s leading aged care service providers re-orientate the organisation around digital enablement focused on the human experience
CLIENT: Catholic Healthcare
At one of Australia’s leading aged care providers, Catholic Healthcare, the technology team is now nine months into a journey of re-orienting what they do around their service users (seniors, families, advocates, our people, service partners and the community) rather than the technical solutions they deliver. The strategy that guides this journey is called ‘Connected Tech for Connected Care’.
Under this strategy, the team has found new, innovative ways to solve problems that put people at the heart of what they do. Initiatives delivered under this strategy have helped build capability in human-centred design and innovation practices, demonstrating the vital role technology plays as a key enabler of the experience users have of Catholic Healthcare’s aged care services.
The strategy has also created a cultural shift, starting with the technology team, who now make technology decisions with a holistic point of view: placing the customer and employee experiences alongside Catholic Healthcare’s organisational mission, while balancing these against the more practical concerns of what is feasible and commercially viable.
Recognising a new approach to problem-solving at Catholic Healthcare
In tackling the challenge of working in a new way, STCK guided Catholic Healthcare through the journey of adopting a human-centred design approach to the initiatives it delivered, with all efforts guided to:
Understand the people who use and help deliver Catholic Healthcare’s services, so all decisions were informed by evidence about people and their need
Re-define the problem to solve with these people in mind, providing a clear, human-centred articulation of the necessity for investing in these initiative
Tap into the genius of employees by ideating many solutions to the problem, benefiting from the proven power of creativity and broad thinking in creating more robust solution
Build and test prototypes that help teams learn more about users and what the solution needs to be successful, continuing the creation of evidence for decisions about how to proceed next
Scale the solution more broadly, implementing it to ensure it can be adopted by users and deliver value as a living service
What we did that is relevant here
Using user centred research and design techniques, we engaged a diverse group of people to ensure the digital engagement strategy addressed the needs of both seniors and key delivery partners. This was done by clearly documenting requirements in a traditional way, then bringing these to life through design techniques like journey mapping.
Some key deliverables that brought this to life were:
Findings summary
Service blueprint
Future experience journey map
To be user journeys
