Baptist Care
Baptist Care Assisted Living Workshop
Reimagining aged care services through the eyes of those who need them. When BaptistCare initial assisted living concept missed the mark with residents, we helped them redesign services through genuine collaboration with the people who'd actually use them.
Outcomes
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Clear positioning distinguishing assisted living from existing home care services communication device, helping diverse stakeholders understand their role in the larger system.
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Redesigned service package balancing meals and support visits based on resident feedback
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Flexible meal options allowing customisation without rigid breakfast/dinner categories
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Strengthened value proposition emphasising resident choice and trusted service providers
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Evidence-based pilot program recommendations with committed resident participants
Services
- Co-design
Sectors
Service Design Disconnect
BaptistCare recognised that traditional models weren't meeting older Australians' evolving needs. They developed an assisted living service to help people stay in their homes longer, but early testing revealed critical gaps. Residents found the $500 weekly package, combining seven meals with three support visits, poorly aligned with their actual needs. Many questioned how it differed from existing home care, wanted more control over service providers, and felt the meal-to-support ratio made little sense for their lifestyles.
Tangible Testing in Action
Residents review and annotate printed service materials during collaborative workshops, using physical concepts to explain preferences and priorities.
Conversations That Count
We redesigned BaptistCare's engagement strategy around residents' preferences and communication styles. Through nine intimate interviews with couples and individuals, we captured personal experiences without group pressure. We then facilitated hands-on workshops where five residents could physically interact with printed service materials, sample menus, and pricing comparisons.
Our methods adapted specifically for older adults: tangible materials residents could annotate and rearrange, clear visual aids, and unhurried conversations that followed their priorities rather than predetermined agendas. Workshop sessions showed residents actively collaborating around tables covered with service concepts, using physical materials to explain what worked and what didn't. This dual approach, personal interviews for individual insights, collaborative workshops for collective feedback.
Mapping What Matters
Residents review and annotate printed service materials during collaborative workshops, using physical concepts to explain preferences and priorities.
From Insight to Action
Our resident-led insights transformed BaptistCare's service design from assumptions to evidence-based offerings. We generated clear recommendations that balanced meal and support services based on actual usage patterns, introduced flexible add-on options, and positioned the village café as the trusted meal provider. The refined approach gave residents genuine choice and control whilst providing BaptistCare with a roadmap for successful pilot implementation.
