Innovating online services for Disability Support sector
Problem.
Life Without Barriers has been loosing money by trying to maintain the redundant business model of disability lifestyle support sector. With many gig-based competitors entering the scene and NDIS making pricing model more complex, our team was tasked to explore new ways of retaining and acquiring lifestyle clients through online presence.
My role.
As a part of Innovation team (fully remote), I worked on contributing towards a unique value proposition of experiment.
My contribution included:
Interviews and workshop facilitation with clients, primary care givers, front-line workers and business stakeholders
Competitor analysis and mystery shopping
Producing artefacts such as user journeys, service blueprints, personas and more
Rapid prototyping an hi-fi concepts
High-level estimating, producing primary user flows and user stories
Outcome.
New concept reflects the values that emerged through the series of interviews and workshops: strong relationships and match-making earlier in a process
Proposed business model stirs away from gig economy and provide significant benefits to front-line workers by paying them fair salary
Technology behind the concept will allow to decrease admin burden in acquiring clients, matching with services, providing supports and claiming to NDIS
I left the team short after developing the first concepts
Diving in
We kicked off discovery with doing desktop and competitor research. The design team deeply analysed available online services in Disability sector, and then, by working closely with the business advisor, designed a new business model that would differ from our major competitors - Mabel and HireUp.
We ran series of semi-structured interviews with subject matter experts, disability workers and primary carers of people with disability.
Framing the problem
Based on our explorations, we created a set of key personas that will help us to shape our future vision of disability support in Life Without Barriers.
New vision
After taking our stakeholders on a journey to understand our customers and agreeing on a set of painpoints that we are trying to aim, the team has worked on a service blue print as a way to visualise the story we are trying to tell.
As we were designing a service, and not just a digital interaction, we had to research and represent numerous touch-points that should happen along the journey for each of our customers.
Tangible outcomes
After rounds of usability testing, I came up with the final UI concept that we then presented to the executive team. Our goal was to paint the vision of the future services, and provide them with enough information to make their decision easier.
