Aged Care Quality and Safety Commission
Federal Government · Journey Mapping · Aged CareThe ACQSC regulated care standards for older Australians, but its relationship with these customers was abstract, fragmented, and dependent on the quality delivered by more than 3,000 service providers across Australia. The challenge was to bring clarity to a vast, multi-layered system involving executives, frontline staff, providers, and consumers, many of whom had limited digital literacy, and translate this complexity into an actionable customer experience (CX) strategy.
A journey map showing how the aged care sector interacts with the regulator.
What We Did
Designing For Digital Exclusion
Workshops with older Australians were conducted remotely using a simple storyboard process on Miro, with characters and prop animations to map experiences. Participants with limited digital literacy were upskilled and supported throughout, enabling candid, high-quality insights that more conventional methods would have missed.
Engaging The Full Ecosystem
Rather than focusing on a single user group, the research spanned 23 ACQSC executives, 27 aged-care providers, 7 internal teams, and 21 older Australians. This whole-of-system view was critical to understanding how different players interact and where the experience breaks down.
From Insight To Artefact
Findings were translated into a full suite of design tools: personas, a current-state service blueprint, a consumer journey map, a future-state blueprint, and guiding principles, alongside a communication strategy and prototyped interventions. Every output was designed to be immediately actionable by the regulator.
Outcomes
Delivered a full CX strategy toolkit: personas, current and future-state service blueprints, consumer journey maps
Surfaced practical recommendations, including new consumer advisory panels and improved case management
Built knowledge-sharing mechanisms for providers, improving sector-wide capability