Portfolio | Healthdirect
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Healthdirect

  • Healthdirect Service Design blueprint

About This Project

Client:

Healthdirect

Year:

2016-2017

Time:

7 Months

Production team:

Marcus Brooke, Darren McAdam



Background:
Outurn was engaged as a preferred supplier to analyse their existing eco-system (current state) and gather feedback from various mental health professionals who work in the eco-system. After which hypothesis were generated to be validated with audience groups across all Australian states and territories.


Solution:
We were tasked with formulating an MVP that could be used to describe the mental health gateway ready for a larger tender process. Setting up the project for success

  • Advisor to service designer and client
  • Face to face meetings to manage stakeholder expectations and ensures correct service design deliverables completed.
  • Stakeholder management
  • Design Thinking
  • Co-design workshops across multiple locations (3 months)
  • Service Design blueprint for Mental Health
  • Prototyping MVP
  • Tender creation



Deliverables:

  • Define the gateway
  • Service & experience mapping
  • Card sorting and categorisation
  • Customer & Business journeys
  • Circle of support
  • Information hierarchy
  • Archetypes
  • Storyboards
  • Wireframes
  • High fidelity prototype
  • Reporting & recommendations



Outcome:
The awarded tender 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.

Category

App, Bots, CX, Service Design, Stakeholder Management, Storyboarding