Scope Australia

Transforming service delivery in the disability sector

We helped Scope Australia transform the way it delivers therapy through co-design and market strategy – ensuring they could respond and embrace changes brought about by the National Disability Insurance Scheme (NDIS).

A father and son sitting together and reading a book.

Outcomes

Designed the onboarding journey for NDIS customers
Developed a service prototype for disabled children and their families, which has been rolled out at two pilot sites
Created a human-centred design metric framework to guide continuous improvement at the pilot sites
Implemented an evaluation strategy for reporting progress to the board

Services

Service design
Service prototyping
Market research

Sectors

Redesigning services in a changing environment

The National Disability Insurance Scheme (NDIS) has resulted in a large-scale shift in the way disability services are funded and provided in Australia.

One of Australia’s largest disability service providers, Scope, is currently transforming core service and business models to respond to changing funding environments under the NDIS.

We partnered with Scope to help them understand their consumers, and design a new centre-based therapy service the maintains therapy quality, and helps government funding go further.

Some spreads from the Scope welcome pack

Co-designing a Service Pilot

Through engagement with Scope's existing and potential client base, primarily focussing on families with children on the autism spectrum, we helped Scope understand how to support families in the switch from in-home therapy, which is unviable for Scope under the NDIS, to centre-based care.

Over 18 months, we designed and helped implement a Hub and Spoke service model, that aligned to key human-centred design (HCD) metrics, and was designed inclusively, with their customers.

Detailed guidance and support to help customer's make the transition

Evaluation for continuous learning and decision-making

In addition to our design partnership, Paper Giant has supported Scope to evaluate success and make informed decisions about adjusting, pivoting and setting up for scale.

This process of evaluation has helped to embed HCD practices within Scope - who are now set up to conduct the research, design and strategic work to design and adjust services to the evolving needs of the market.