The past two years a lot has changed in the Dutch care system and the role of local governments became more important. Aiming to make the system more assessable and less complicated. One municipality was wondering if they could improve more and wondered how clients perceived their and other local care services. They started a challenge within the Initiate program from VNG to come up with new ideas and make changes in their service. We have been guiding and supporting this team for a few months before they asked us to help with finding out more about their clients’ experience as input for their ideas about their services.
In order to find out more about clients’ experience we conducted five customer journey sessions together with five families with special needs in the care system. The goal was to get a clear picture of the facts and feelings of their experiences with the local care system in order to gain overall insights.
Within the customer journey sessions, we asked the family to start their life-story at the beginning of the first time they reached out for care and asked them how they experienced that. At the same time, and together with the family, we visualised the story on a physical time line. Together with them, we wrote down the facts and they placed ‘smileys’ with the facts to express their emotions.
Om 13 September 2016 we presented the outcomes and facilitated a session to find a problem-solution fit and wow-ideas to improve their and other local care services for the better. More than 30 ideas came out of the session and the team will translate these into actions for improvements.
WoodleyWonderWorks (15 April 2011) “beautiful [but deadly] square knot” [photo] Retrieved from https://www.flickr.com/photos/wwworks/5623339500
The Initiate logo was added to this picture