Future of Aged Care
A service design project focused on looking at systemic issues in Aged Care.
Exploring the systemic issues surrounding the current experience of Older Australia's obtaining At Home Aged Care services.
Client
Life Without Barriers
Skills
Service design; research; mapping; ideation; prototyping; testing; concept development
Project type
Service design & experience mapping
Date
October 2024
Life Without Barriers, a leading human services provider, is facing a surge in demand for aged care services due to an aging population and evolving government policies. This service design mapping project, driven by the question “How might we improve the transparency of client inquiries and service availability of aged care services at the national organisation of Life Without Barriers?”, aimed to explore and develop concepts and research to enhance the efficiency of matching clients to services within their area. The current approval process often leaves customers confused, stressed, and frustrated, leading to disappointment when service providers cannot meet their needs due to capacity limits or complex service codes and policies. By automating manual tasks, the project sought to free up the core client engagement team and care coordinators, allowing them to focus on providing compassionate support. This initiative not only addresses the existing bottleneck of customers but also positions Life Without Barriers to lead in the aged care market in the coming years.
