Helping understand how to build a central source of trustworthy health information and advice, to support people through their healthcare experiences.
How do people figure out what information and advice they can trust when navigating complex healthcare experiences?
With an Australian Government-funded health information and advice service, we set out to explore the individual health journeys of everyday individuals, unpacking the highs and lows of their personal healthcare experiences.
In order to get the best possible insights, we designed an interview approach that allowed people to co-document their healthcare journeys using stickynotes, live in session with us. With patience and kindness, over the course of several hours, we listened to people’s experiences, unpacking a library of stories.
The hundreds of quotes, hours of footage, documented healthcare experiences, and photographs were synthesised into a set of core insights about Australian healthcare. They enabled us to build an ‘as is’ experience journey, and then map out a ‘to be’ journey, which were used to communicate the potential for change, what a new and exciting future could look like, and how it would work.
To help socialise our work, we guided key stakeholders across the organisation through the insights and experience journeys in a series of engaging and interactive workshops. We followed this up with a deeply-integrated research document and service design blueprint for future reference.
Ultimately, our insights helped the organisation enter a key business transformation and gain further funding to offer crucial support along the entirety of people’s health journeys.
“I am always impressed with the insight and quality of outputs that Cognitive Ink achieve in every engagement. Anna and Christopher’s meticulous approach to preparation and execution adds value to product and service design. I have worked with and engaged Cognitive Ink in three different organisations and highly recommend them. ”
