Context

I worked with a local disability support provider to define and improve how their services are delivered to both clients and the teams supporting them.

The organisation provides personalised care for independent living, supporting clients with a wide range of needs across home and community settings.

The situation

The organisation had a strong internal understanding of how its services operated, but this knowledge was not easily accessible to new staff.

As the organisation scaled, there was a growing need for a clear and holistic view of how services worked across clients, support workers, and coordinators.

Without this, it was difficult to onboard new team members effectively, maintain consistency, and identify opportunities for improvement.

The work

I developed a series of current and future state service blueprints to connect client experience with the underlying processes, systems, and roles that support it.

This involved mapping end to end service delivery across three key audiences: clients, support workers, and coordinators.

The work combined existing documentation, workshops with subject matter experts, and qualitative research with those delivering and coordinating care.

This made visible how different roles, touchpoints, and systems connected in practice, and where gaps or inefficiencies existed.

The outputs included detailed, evolving service blueprints and a unifying process view that showed how all audiences contributed to service delivery.

Building on this, I worked with the organisation to identify opportunities for improvement and innovation.

This included developing a set of initiative briefs and facilitating workshops to generate and refine ideas, which were then translated into future state concepts and storyboards.

What changed

The work provided a clear and shared understanding of how services operate across the organisation, making it easier to onboard new staff and maintain consistency as the organisation grows.

It also identified a set of practical initiatives to improve both client and employee experience, creating a structured foundation for ongoing service development.

What this demonstrates

The ability to use service design to connect employee and customer experience, making complex services visible and enabling more effective and scalable ways of working.