HamondCare Dementia Service
How human centered design was used to help Australians impacted by Dementia.
Hammond Care is recognised as a leading aged care and specialist in dementia care. Drawing on this expertise the Federal Government of Australia awarded Hammond Care Dementia line service for Australia. This needed careful design and implementation to be successful including local service provision, rapid response or voice mail and access to specialist skills.
Customer Science provided human centred service and technology design services to create the Dementia line. This included workshops to understand the needs of the community along with enablement of the project team. We designed the target operating model and technology, specifically the phone system requirements and routing. As a result, the dementia line assists hundreds of Australians in need each year.