National Consumer Journey Map for Epilepsy Smart Australia Pilot
Client: Epilepsy Smart Australia
Status: Completed June 2023
Background
The Epilepsy Smart Australia Pilot Program is a national initiative aimed at improving support for Australians living with epilepsy, their families and carers, and raise awareness of epilepsy to reduce the stigma associated with the condition.
The program provides high-quality, evidence-based epilepsy services. It offers a range of services to people with epilepsy, their families, and carers, including:
Information and support
Education and training
Advocacy
Research
Beacon Strategies worked in partnership with Epilepsy Smart to conduct a National Consumer Journey Mapping project for the pilot program.
The project aimed to create a shared understanding of the consumer journey and identify key lifecycle stages and touch points, leading to improved service responses and alignment among the partnership group.
Approach
The purpose of the project was to deliver a national consumer journey map that would help improve the accessibility and effectiveness of programs and services available to people living with epilepsy.
The key phases of the project were:
Phase 1: document ‘current state’ journey — engage with organisations to map the ‘current state’ consumer journey e.g. life cycle/touch points from first contact to exit, inclusive of the programs, systems, processes and collateral that consumers come into contact with.
Phase 2: scan comparable models — gain inspiration from other organisations and present a number of journey mapping case studies to gain a shared understanding of how the product will be used and what the ideal journey map should look like.
Phase 3: generate persona-specific pathways — overlay the experience of agreed personas on the ‘current state’ journey map through a series of consumer workshops with the key objectives of shaping what the ‘future state’ should look like.
Phase 4: develop ‘future state’ journey — leverage the information collected in phase 1, 2 and 3 and develop a series of ‘future state’ journey maps.
Phase 5: produce final journey map/s and provide advice — collate feedback and produce a series of journey maps. Close out the project with a summary reporting product and briefing.
Impact Vision Alignment
This project delivers impact to people experiencing or caring for someone with epilepsy. By understanding the consumer journey the program will allow people living with epilepsy a consistent experience for accessing services nationwide.
Project Outcomes
Beacon Strategies produced a number of consumer journey maps relating to specific user groups of Epilepsy Smart. By agreeing on a national consumer journey, Epilepsy Smart Australia can create a shared understanding and visual representation of the consumer journey, identify key stages and touchpoints, streamline service responses, and foster alignment among the partnership group with a person-centred vision.
This approach reflects the commitment of Epilepsy Smart Australia to a consumer-led approach that delivers outcomes for individuals living with epilepsy, family members and carers.
A detailed report was also produced that discussed the process and findings, as well as recommendations and advice to further enhance support.
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