Helping our aged-care regulator design a better customer experience

Improving the Aged Care System 

Paper Giant helped the Aged Care Quality & Safety Commission (ACQSC) understand and visualise the current customer experience to enhance safety, health, and quality of life for older Australians. The goal was to design a Future State Blueprint and Guiding Principles to help the sector better serve older Australians.

Engaging Stakeholders 

Paper Giant researchers conducted workshops with 23 ACQSC executives, 27 aged-care providers, seven internal ACQSC teams, and 21 older Australians who are consumers of aged-care services. The workshops were conducted remotely, using a simple storyboard process on Miro for the sessions with aged-care customers to address limited digital literacy. The use of storyboards helped participants share their experiences candidly.

Recommendations and Outcomes 

A comprehensive overview of systems shaping the current experience was created, along with personas, a blueprint of the current service, a current state consumer journey map, a future state service blueprint, and principles. Prototypes and interventions were designed to improve efficiency, with recommendations including consumer advisory panels, upgrades to the case-management portal, and new methods to facilitate knowledge sharing.