Improving the Home Care Giving Journey
Direct need for Home care
PasAan realizes in collaboration with the elderly and caregiver living solutions that are aimed at living independently in the elderly's own social network. This includes solutions such as the informal care home and the extension care room, but also the accompanying tools, advice and guidance.
The Challenge
Design a solution to guide the potentially vulnerable elderly (and their informal caregivers) as best as possible in the process of choosing a care home for the foreseeable future. The solution should be in the first phase transparent and standardized, in a next phase be tailor-made and cooperative.
Approach
To solve this problem, we looked at the whole process, from the users point of view, the fragile elderly ánd the informal caregiver. The interviews with 11 clients of Pasaan have shown that they experience it as a very complicated process, in which they feel that they have to reinvent the wheel. As a result, there is a lot of pressure at PasAan on the subject of thinking along and empathizing - which takes too much time and which does not necessarily lead to the sale of informal care homes.
Solution
By placing PasAan's current working method alongside the ideal journey - with information needs and appropriate interactions - we have been able to expose various focus areas for improvement. The focus areas contain multiple concept ideas, and are not on a specific activity of the customer journey. The outcome of the project is a redesign for the website and other information materials.
Focus area 1 - Sharing personal experiences
Focus area 2 - What does a informal care home mean, and what is it?
Focus area 3 - Method & Work distribution
Focus area 4 - Price / Quotation process
PasAan
Project to improve the way of home care giving.
Company
Pasaan
Year
2017-2018
Team
Together with Evelien Veldhuijzen (Croockfield)