Journey mapping to streamline the Triple-0 call service
NSW Ambulance, Medibank and Healthdirect
Services provided
Service design
Journey mapping
Workshop facilitation
Background
NSW Ambulance, healthdirect and Medibank teams all play a role in the handling of calls to Triple 0. They wanted to find out how they could reduce call times and improve the customer experience of the service, especially when passing between each team.
What we did
Live journey mapping with teams from 3 different organisations, in one room on a large wall
Uncovering points where the most friction occurred
Co-designing solutions in small groups
Documenting the journey map and defining next steps
“The highlight was the unexpected benefit of the teams seeing the entire caller journey in one view - they had not seen each other’s process before”