Page 5 - MDS final deliverable

EXECUTIVE SUMMARY Cont.
UNCOVERING CUSTOMER INSIGHTS TO TARGET KEY OPPORTUNITY AREAS FOR MDS
The Strategy Group adopted an approach grounded in Human- Centred Design, looking at the situation through the perspectives of participants and their families.
PROJECT SCOPE
The project looked at three key service areas: Centre-based, Pathways to Employment and Mental Illness. The Strategy Group engaged with a cross-section of medium-to-high functioning participants together with the family members of participants who are currently enrolled.
RESEARCH
The Strategy Group conducted a variety of design research processes starting with ethnographic observations at the Centres coupled with a number of in-situ interviews with front-line staff. The process was exploratory and was designed to actively uncover positive and negative customer needs, the hallmarks of their current experience with MDS, their expectations and their points of view on disability support
The Strategy Group conducted twelve in-depth, face-to-face empathic interviews with participants and family members for up to 60 minutes, and three 120 minute focus groups. The findings were supplemented with quantitative feedback surveys at the Centre and photo diaries to better understand the participants' needs, gains and pains.
The findings from our research have been consolidated into ten “key customer insights”. Collectively these insights highlight and inform the current state of MDS. More importantly, they provide the considerations and parameters that are essential when developing customer-centric future state solutions.
INSIGHTS ON CUSTOMER NEEDS
Overall, the current customer experience at MDS is extremely positive, with the majority of participants and family members expressing their satisfaction and praise of the service, support and programs. This is particularly captured by the insight titled, ‘I Got You’.
Whilst participants are the main customers, the support and benefits as a result of MDS’ services on the families cannot be underestimated. MDS provides families with peace of mind – assuring them that their children are getting quality disability support, developing independence (‘Independence Academy’) and satisfying the many different facets of the participants’ life experience (‘Different Sides of Me’).
These positive outcomes are often overlooked by the families themselves as they are so focused on their loved ones. The support that MDS provides comes across as an ‘Invisible Hand’ to families.
Participants have expressed a strong desire to fulfil a social need, whether it is to make friend or interact with others. This has proven to be extremely valuable to their wellbeing and development. Families have also echoed this sentiment. This is one of the reasons why families and participants have been extremely satisfied with MDS, as they have addressed both support and social issues. The personalities of the participants really shine through in ‘Social Butterfly’.
Commercial in confidence
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