June - December 2016:
Outurn was engaged to provide a service design blueprint for Healthdirect's gateway for mental health. It was a challenging subject matter, with a rewarding outcome - part of a change improvement for people with mental health issues.
We split our work into 3 distinct stages, 1. Analyse, 2. Implement, 3. Maintain
Gather inputs from the business to better understand what needs to be achieved.
Types of information gathered:
Information, data, metrics, KPIs
- Value proposition
- Customer research findings
- Stakeholder interviews
- Business KPIs
- Metric analysis
- Content audit outputs
- Competitive analysis outputs
- Heuristic analysis
- Accessibility analysis
ANALYSE tasks completed:
Throughout 4 weeks
Formulate and ideate by visualising, aligning and prototyping the experience across current and future states.
2a. Current state - Discovery
Types of assets:
Visualisations of the current experience
- Service moments
- Ecosystem mapping
- Experience mapping
- Task analysis
- Use cases & scenarios
- Gap analysis
2b. Future state - Co-design, iterate & validate
Types of assets:
Aligning and prototyping the future experience
- Improved Taxonomies
- Improved Service moments
- Improved Ecosystem
- Improved Experience
- Improved Tasks
- Improved Scenarios
Additional activities undertaken:
- Prioritised Roadmap (from Gap analysis)
- Customer journey mapping
- User flows
- Card sorting
IMPLEMENT A & B tasks completed:
Throughout 23 weeks, 7 co-design workshops in 4 states.
Report on the outcomes from the analyse and implement stages and how to maintain momentum and focus moving forward.
Types of reporting:
Service Design Blueprint
- Service Design blueprint digital
- Report for the Department of Health
- Tender creation and alignment
- MVP prototypes
MAINTAIN tasks completed:
Throughout 5 weeks
Project team: 1.5 people for 7 months onsite
Cost to client: approximately $200,000 + GST, plus co-design workshop costs
Quote of awarded tender: $2 million
Outcome: The awarded company received a clear blueprint of how mental health currently works, and how it can be enhanced to improve business process and customer support across a very complex ecosystem and emotive subject area.
“Outurn are great to deal with - they are capable of quickly identifying the "big picture" of a digital project, and then delivering the Service and UX designs needed to fulfil that vision.
They are also adaptable and strike a strong balance between the practical and the creative - which is very reassuring when managing project parameters.
They run a well-organised ship at Outurn and I've found the people there to be excellent in their digital specialties. I can wholeheartedly recommend Outurn.”
Anthony Fallick: Senior Product Manager, Healthdirect
Interested in talking to us about your service design blueprint, or our other design thinking services?
Why don't you email us here