Research, Strategy, Service Design and Mapping
WorkSafe Victoria
2019
WorkSafe's digital services support Victoria's workers compensation system which provides insurance cover along with financial as well as health and related support to people who have been hurt in the course of their work.
Although it is active in carrying out workplace safety inspections across the state and prosecuting breaches of workplace health, safety and workers compensation laws, a significant focus of WorkSafe's activity includes communication with internal and external stakeholders, media (including publishing details of significant incidents and prosecutions) and the wider community. WorkSafe promotes to employers, injured workers and the people who treat them, the idea of an early and sustainable return to work. This helps keep business and premium costs down and benefits injured workers. Where it is not possible for a worker to return to their old workplace, WorkSafe's support program, WISE, which encourages other employers to step in and take advantage of their skills.
As part of the strategic design capability at Isobar, I worked to inform the organization’s roadmap for improving digital services and elevating the response to mental health injuries, so that mental injuries might be compensated as robustly as physical injuries by 2030.
How can WorkSafe's digital services and systems be optimized to use data to proactively prevent cases, manage claims and provide a simple and responsive experience for injured workers and their employers?
Conducting robust research with a broad range of departments to gain high level insight into the systemic challenges associated with technological and training objectives
Mapping of an intensely complex problem space against both user and system touch points, workshopping with and managing stakeholder expectations along the way
Creation of 8 detailed comprehensive customer journey maps for injuries of low, medium, and high complexity as well as small and large organizations that provide direction for key scenarios
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To inform Worksafe's 2030 strategy, my team conducted interviews and facilitated workshops to help prioritize and clarify the objectives of the engagement and fully understand the scope of what would be included in a 10 year forecast.
We spent weeks modeling the information and speaking with experts about technical solutions that might be included in the plan.
As the data started to take shape, we were able to identify all touch points in the current and future state service, as well as relevant categories of users and methods of parsing this data in order to make it future proof, valuable to the mission of the organization as a whole, and measurable against case outcomes and the resulting costs of the business and policy changes.
We identified "Moments that Matter" or critical intervention points that drastically alter the outcome of a case and offered solutions using technology, training or proactive human resources
This finding helped guide our strategy for human, technical, and proactive intervention in relevant scenarios described in these documents.
This culminated in 8 detailed design artifacts covering the entire service map for both physical and mental health injuries across:
Moments that matter to be via technology and training solutions or increased human contact by a case manager
Envisioned mental health recovery for varying complexities which carried over into website system & service design
We suggested policy changes to support our findings around proactive prevention
