Impact through design-led transformations
Our work with Leaders in Oncology Care (LOC) used a design-led approach to improve patient and staff experiences. Treatment time was reduced, bed space was freed up and improved efficiency enabled nurses to redirect their time to other care.
Understanding the service
The service experience from a user perspective
Business model innovators such as Amazon, Uber and Virgin are constantly raising the service experience bar. People are expecting more and more from the services they use, such as: improved speed, convenience and access; ease of use; and being made to feel special.
Poor user or customer experiences lead to inefficiencies, a frustrated workforce, poor quality ratings, and a bad reputation. These poor experiences stem from a lack of understanding of the people who use the services and their wants, needs and behaviours.
Bringing your customer or user and their needs to life to inform the design of services will lead to better efficiencies, happy loyal users, customers and staff, good quality ratings and a positive reputation.
Improving user experiences through design
A human-centred design approach puts the user or customer at the centre of the design process. This helps identify key issue areas and opportunities for improvements. We are able to gain a deeper understanding of users by bringing their needs to life through visualisation and mapping. From this, we help you design more positive experiences that will ensure services are easy to use and easy to deliver.
Designing better futures
By keeping an organisation focused on its users and customers, services can be designed in a way that deliver excellent customer experiences, a positive working environment for staff, operational cost savings through streamlining and improved reputation and satisfaction ratings - as well as improvements to the customer’s overall experience. The result: happier customers, happier staff and a healthier organisation.