Australia’s largest (not for profit) provider of Aged Care Services wanted help to make the experience of their new staff better in the hope that staff retention would improve.
Storybook: Problem to Performance
The Starting @ RSL Care project team formed in late 2009 to understand what was happening in the space of induction and orientation. The team began to learn and apply a new methodology – Human-Centred Design, to understand the problem. At this point in time, the team has been through the first three phases of the Design process: Problem Definition, Discovery-Immersion and Creation.
The current New Employee Pathway has been designed based on the findings from interviews conducted with new employees in July. This pathway outlines the current experience a new employee has when starting at RSL Care. This has led the team to a number of insights/principles that any solution must meet to improve induction/orientation at RSL Care. Ideas have been developed based on this pathway and the findings from the interview process.
This PDF explores the RSLCare experience in storybook form following the steps from Identifying the Problem to Improved Performance Outcomes.
Original source: Tough Problem Case Studies