Aged Care Quality & Safety Commission
Helping our aged-care regulator design a better customer experience
How can we enhance the safety, health and quality of life for older Australians? Paper Giant helped the Aged Care Quality & Safety Commission understand and visualise the current customer experience. Based on the findings, we designed a Future State Blueprint and Guiding Principles to help the sector better serve elder Australians.
Outcomes
- A comprehensive and clear picture of how different players in the aged-care ecosystem interact and influence each other.
- Guiding principles and key recommendations to improve the future customer experience.
- Engagement of older Australians with limited digital literacy using creative workshop formats
- A collection of targeted brochures and resources to help aged-care consumers and their families understand ACQSC's role from the beginning of their aged-care journey.
Services
- Journey mapping
- Systems mapping
- Customer research
Sectors
Making sense of a complex system
The Aged Care Quality & Safety Commission is a federal body responsible for enhancing and maintaining the standard of care for older Australians. The regulator helps aged care providers understand and fulfil their obligations and investigates complaints from aged care customers and their families.
The ACQSC wanted to improve the service experience for both aged-care customers and providers. However, achieving this goal required the ACQSC to first understand its current customer experience and then develop new systems and strategies for the future. This brief was the definition of a challenging problem. The aged care system is vast, complex, and notoriously difficult to navigate.
A journey map showing how the aged care sector interacts with the regulator.
The needs of older Australians at the centre
Throughout a series of workshops, Paper Giant researchers spoke with 23 ACQSC executives, 27 aged-care providers, 7 internal ACQSC teams (including education and compliance teams), and 21 older Australians who are consumers of aged-care services.
Our workshops were conducted remotely. During the sessions with aged-care customers, our researchers were conscious of some participants' limited digital literacy. To address this, we used a simple storyboard process on Miro during the workshops. Our facilitators used characters and storyboards to map out scenarios, with participants sharing their experiences live during the sessions. We used this method to describe past experiences and explore alternative ways to handle difficult scenarios. Participants enjoyed this process and shared some very candid insights.
We designed collaborative and inclusive workshop activities that allowed sector participants to tell the story of their lived-experience in the aged care sector. The workshops were conducted online, with care given to upskilling and supporting those with different degrees of digital literacy.
Participants used pre-populated character and prop animations to build out scenes from their experience, and discussed key pain points and opportunities for improvement.
Candid feedback from all groups of participants guided our work
We created a comprehensive overview of the systems that shape the current experience for consumers interacting with the ACQSC. At the end of the project, Paper Giant delivered a suite of artefacts, including Personas, a Blueprint of the Current State Service, a Current State Consumer Journey map, a Future State Service Blueprint, and Principles, along with a communication strategy. We designed prototypes and interventions to improve efficiency between providers, consumers and consumers’ networks. Our recommendations (amongst other things) included the establishment of consumer advisory panels, upgrades to the existing case-management portal, and new methods to facilitate knowledge sharing among providers and encourage best practices.
Our award-winning strategic tools provided the regulator with the insight and direction it needs to better understand the sector, so that the regulator, providers and participants can work together for better outcomes.
