Design Projects
Reimagining the Pharmacy Ecosystem
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We partnered with a major pharmacy provider to create a unified ecosystem following multiple acquisitions, addressing their fragmented portfolio of pharmacy services, retail offerings, and emerging health services. Our approach began with stakeholder interviews and existing research analysis, generating 25 future state concepts that were prioritized through customer surveys and stakeholder workshops using our custom evaluation framework.
Working through the complexity of coordinating multiple stakeholder teams with competing priorities, we mapped service touchpoints across all three business divisions spanning both digital and physical environments. This mapping process revealed significant complexity, prompting us to simplify the current state before strategically integrating priority concepts into a cohesive vision.
Our delivered blueprint systematically defined the current experience, identified key opportunities, and detailed prioritized concepts forming the foundation for the future ecosystem. The final deliverable carefully mapped dependencies on existing systems while identifying where new capabilities would need to be developed—creating a roadmap that balanced customer needs with organizational constraints to enable a more connected pharmacy experience.
Read more here
Working through the complexity of coordinating multiple stakeholder teams with competing priorities, we mapped service touchpoints across all three business divisions spanning both digital and physical environments. This mapping process revealed significant complexity, prompting us to simplify the current state before strategically integrating priority concepts into a cohesive vision.
Our delivered blueprint systematically defined the current experience, identified key opportunities, and detailed prioritized concepts forming the foundation for the future ecosystem. The final deliverable carefully mapped dependencies on existing systems while identifying where new capabilities would need to be developed—creating a roadmap that balanced customer needs with organizational constraints to enable a more connected pharmacy experience.
Read more here
We were asked to build out a blueprint for improving access to hormonal contraception. The Hormonal Contraception Service represents a thoughtful redesign of traditional contraceptive care pathways, shifting responsibility to qualified pharmacists while maintaining clinical excellence.
We facilitated a comprehensive service design process focused on creating a patient-centered approach to hormonal contraception that removes unnecessary barriers while ensuring appropriate clinical oversight. The resulting model enables pharmacists to conduct initial eligibility consultations for hormonal contraceptives, perform essential clinical assessments including blood pressure measurements, and when appropriate, prescribe appropriate hormonal contraception options with personalized counseling.
This initiative not only expands access points for hormonal contraception but also optimizes healthcare resources by leveraging the expertise of community pharmacists. The service design supports broader public health objectives by providing safe, efficient, and accessible hormonal contraceptive care while reducing pressure on primary care services.
Read more here
We facilitated a comprehensive service design process focused on creating a patient-centered approach to hormonal contraception that removes unnecessary barriers while ensuring appropriate clinical oversight. The resulting model enables pharmacists to conduct initial eligibility consultations for hormonal contraceptives, perform essential clinical assessments including blood pressure measurements, and when appropriate, prescribe appropriate hormonal contraception options with personalized counseling.
This initiative not only expands access points for hormonal contraception but also optimizes healthcare resources by leveraging the expertise of community pharmacists. The service design supports broader public health objectives by providing safe, efficient, and accessible hormonal contraceptive care while reducing pressure on primary care services.
Read more here
One of Australia’s major cities was in the process of designing a new world class transport system that will radically change how people can engage with the city and play a major role in enabling greener transport choices therefore reducing car dependency.
Across multiple projects, we were engaged to conduct research with customers to inform the design of the entire transport system. The engagement spanned across multiple locations and involved taking a diverse set of customers through the latest designs to understand how it will serve their transport needs and what behaviour changes it may encourage.
The intention of the research was to attain customer feedback early in the design process rather than later when changes to the transportation system would be far more expensive.
Read more here
Across multiple projects, we were engaged to conduct research with customers to inform the design of the entire transport system. The engagement spanned across multiple locations and involved taking a diverse set of customers through the latest designs to understand how it will serve their transport needs and what behaviour changes it may encourage.
The intention of the research was to attain customer feedback early in the design process rather than later when changes to the transportation system would be far more expensive.
Read more here
Co-designing Support Networks for Disability Support Workers
The systemic shifts brought on by the NDIS over the last five years have changed the landscape of disability support work significantly, leading to a critical shortage of skilled workers across Australia.
To address this we conducted a co-design process across Australia with Disability Support Workers (DSWs), industry representatives, and people with disability, to design and develop a series of professional network pilots to promote and support best practice in disability support work. Three out of the five networks were piloted in Phase 2.
Online hub: Easy to access online forum dedicated to DSWs interested in meeting like minded DSWs, building practical skills, seeking immediate advice, sharing stories, experiences and relevant resources infriendly environment. The online hub is about celebrating the breadth, diversity and professionalism of DSWs.
Support worker festival
Half day local festivals for DSWs to build an share practical skills, create new relationships and celebrate the sector in a relaxed outdoor festival environment.
Meet Ups
Informal, face to face, sessions with like minded DSWs formed around your local community and interests. Sessions focus on building skills, knowledge networks and
connections.
Read more here
To address this we conducted a co-design process across Australia with Disability Support Workers (DSWs), industry representatives, and people with disability, to design and develop a series of professional network pilots to promote and support best practice in disability support work. Three out of the five networks were piloted in Phase 2.
Online hub: Easy to access online forum dedicated to DSWs interested in meeting like minded DSWs, building practical skills, seeking immediate advice, sharing stories, experiences and relevant resources infriendly environment. The online hub is about celebrating the breadth, diversity and professionalism of DSWs.
Support worker festival
Half day local festivals for DSWs to build an share practical skills, create new relationships and celebrate the sector in a relaxed outdoor festival environment.
Meet Ups
Informal, face to face, sessions with like minded DSWs formed around your local community and interests. Sessions focus on building skills, knowledge networks and
connections.
Read more here
Sydney is a diverse community of people from over 200 nationalities who form bonds around identity, interests and place. The local council: The City of Sydney (CoS) recognised that many grant applicants were unable meet the required writing standard and were not able to navigate the complex application process.
We worked with the CoS Grants team, the wider operational teams, former grant holders, prospective grant holders and former applicants, to redesign the grants program and policy to ensure it responded to the increasing diversity of the applicants, including applicants from non-english speaking backgrounds, differing cultural backgrounds and applicants with impairments and/ or situational needs.
We engaged 72 staff across the City in the
design sprint via discovery, ideation and concept
development workshops, generating four finalized concepts to be reviewed in an Expert Panel.
Read more here
We worked with the CoS Grants team, the wider operational teams, former grant holders, prospective grant holders and former applicants, to redesign the grants program and policy to ensure it responded to the increasing diversity of the applicants, including applicants from non-english speaking backgrounds, differing cultural backgrounds and applicants with impairments and/ or situational needs.
We engaged 72 staff across the City in the
design sprint via discovery, ideation and concept
development workshops, generating four finalized concepts to be reviewed in an Expert Panel.
Read more here