Service Catalogue Concept & Design
Client: Public Sector
Role: Experience Designer (contract)
Time: July 2023- Jan 2024
*Case study is confidential
Project Overview
The Problem
Clients and Case Managers have low awareness of the products and services available. Out of the 72 products available, only 5 were commonly used. Products, Support and Services are not offered early enough in their journey.
What we found out
End user research told us that we didn't have the foundations right. Currently, products, services and support are not tailered to individual clients.
The Opportunity
Embed best practices relating to planning and into earlier phases of the journey. Tailor planning and support by connecting the client, case manager and impacted partied with the right service at the right time.
The outcome we wanted to achieve
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Get the timing right
Ensure injured workers and employers get the right support at the right time.
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Return to work
Help injured workers return to work earlier
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Make it easier
Reduce admin burden for Case Managers
The Solution
A knowledge/information tool such as a services catalogue, to raise awareness and understanding of product and services to enable them to better tailor the services to user needs.
