CX Research & Design
Aged care providers are required to maintain compliance with the Aged Care Commission while managing significant changes to their compliance activities.
These changes can be complex and overwhelming, often communicated in a way that is jargon-heavy, inaccessible, and not inclusive for many stakeholders.
Our objective was to gain a deep understanding of the experiences of residential and home care providers when interacting with government, including their behaviors, motivations, needs, and pain points.
We reviewed seven consultation papers and conducted 20 contextual interviews with diverse providers. This process helped us uncover numerous insights to guide us as we explored solutions to address these challenges.
Opportunities were identified and prototyped, and we re-engaged providers for concept testing to refine and validate our ideas further.
Provider & Stakeholder Interviews
Provider Journey Mapping
Concept Testing
Four high-level insights were gathered from our research with providers
We validated our assumptions and hypotheses by concept testing possible solutions and collecting more detailed feedback.
This was achieved through medium-fidelity prototyping and two rounds of moderated concept testing sessions, with review and iteration between sessions.
It became clear what was most desirable to providers.
The outcomes of our engagement clearly revolved around how content is delivered and enabling providers to feel personally catered to in their interactions with it.
To achieve better outcomes for providers, we recommend employing the following guiding principles:
1. Focus on Provider Needs
Providers need better access to information tailored to their specific roles and language as care providers to understand and maintain compliance effectively.
2. Be Relevant and Actionable
Providers need information and support relevant to their specific services of care, rather than having to navigate policy-heavy documentation that is not structured toward their needs.
3. Be Clear and Concise
Content should be concise, visual where possible, and allow providers to explore more detailed information as needed.
