Page 80 - Experience Based Co-design - a toolkit for Australia

experience of service users. Using personas and scenarios when employing these tools can help to sharpen your team focus on end-user experience.
Deciding on which improvements to implement and where to make changes can be difficult. The key again is to maintain a consumer focus. Understanding the consumer journey and the touchpoints patients have with the service, as described in the section on understanding experience, can assist with the decision making. Within these touchpoints the ‘hotspots’, a
high value touchpoint, which if improved can have a dramatic impact on the experience of the service. Other strategies for prioritising use a considered approach where a tool helps assess each improvement against set criteria (e.g. the SWIFT approach).
The NSW Agency Clinical Innovation in an EBCD project on improving day rehabilitation held an initial co-design workshop. The priorities for improvement were explored and collectively agreed upon at the workshop. They were categorised into a matrix: easy, hard, high impact and low impact. Service information was identified as a key priority. (Case Study 5)
translated into action. Some of the resources below can help
The aim is to have a change that results in the desired impact and for that impact to be sustained. Prototyping was used by three of the case studies cited in this toolkit. The purpose of prototyping is to test the hypotheses generated in the ‘gather’ and ‘understand’ phases of your EBCD project. The prototyping activities will have informed the ideas you are using in this ‘improvement’ phase. Other tools can help you capture the improvement experience commitment made by individuals and collectively by groups
Tool
Ideas group
Stakeholder needs table
Description
Once ideas have been selected to take forward they need to be
you ‘manage’ the action stage.
Ideas groups come together to brainstorm improvement ideas and ways of resourcing and implementing them. They offer an easy, fast, fun way of scoping potential improvements and innovations.
Ideas group
A stakeholder needs table shows you what two different stakeholders need and what improvements will most effectively help more than each. It helps build a balanced view of potential improvement areas and improvement ideas.
Stakeholder needs table Stakeholder needs matrix template Stakeholder needs benefits template