WHY DID WE DO THIS PROJECT?
Despite our best efforts, we still have a system of siloed services. We know we are not keeping up with the demand for services and that people are waiting too long to get care. We hear that for people, their families and for people delivering care, the experience is often hard, frustrating and overwhelming.
We know we can do better.
HOW IS THIS PROJECT DIFFERENT?
This project looks at a deeper level of detail than other projects. A significant focus of the engagement is learning about people’s lives outside of service.
We also want to test things at a small scale before making big changes. We want to quickly try something based on our engagement findings, and learn from that. Now that we’ve finished engagement, our goal is test some concepts that respond to what we learned, within the next two months.
Building off of previous pieces of work (e.g. Concurrent Disorders Experience Design Project) we went deeper with Designing Better.
WHY DO WE NEED TO GO DEEP?
When we do an improvement project we typically focus on talking to as many people as possible to get a wide variety of perspectives. We ask about things directly related to the services we provide. This is important, as it is a good way to understand general, high-level problems, trends, and themes in the system.
Talking to fewer people allows us to spend more time engaging with them and really learn what life is like for them. This approach allows us to gather rich and meaningful insights that open up new possibilities for solutions.