Improving access to hormonal contraception within American healthcare deserts
We were asked to build out a blueprint for improving access to hormonal contraception. The service represents a thoughtful redesign of traditional contraceptive care pathways within a major American healthcare providor, shifting responsibility to qualified pharmacists while maintaining clinical excellence.
We facilitated a comprehensive service design process focused on creating a patient-centered approach to hormonal contraception that removes unnecessary barriers while ensuring appropriate clinical oversight. The resulting model enables pharmacists to conduct initial eligibility consultations for hormonal contraceptives, perform essential clinical assessments including blood pressure measurements, and when appropriate, prescribe appropriate hormonal contraception options with personalized counseling.
This initiative not only expands access points for hormonal contraception but also optimizes healthcare resources by leveraging the expertise of community pharmacists. The service design supports broader public health objectives by providing safe, efficient, and accessible hormonal contraceptive care while reducing pressure on primary care services.
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Reimagining the Pharmacy Ecosystem
We partnered with a major pharmacy provider to create a unified ecosystem following multiple acquisitions, addressing their fragmented portfolio of pharmacy services, retail offerings, and emerging health services. Our approach began with stakeholder interviews and existing research analysis, generating 25 future state concepts that were prioritized through customer surveys and stakeholder workshops using our custom evaluation framework.
Working through the complexity of coordinating multiple stakeholder teams with competing priorities, we mapped service touchpoints across all three business divisions spanning both digital and physical environments. This mapping process revealed significant complexity, prompting us to simplify the current state before strategically integrating priority concepts into a cohesive vision.
Our delivered blueprint systematically defined the current experience, identified key opportunities, and detailed prioritized concepts forming the foundation for the future ecosystem. The final deliverable carefully mapped dependencies on existing systems while identifying where new capabilities would need to be developed—creating a roadmap that balanced customer needs with organizational constraints to enable a more connected pharmacy experience.
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Working through the complexity of coordinating multiple stakeholder teams with competing priorities, we mapped service touchpoints across all three business divisions spanning both digital and physical environments. This mapping process revealed significant complexity, prompting us to simplify the current state before strategically integrating priority concepts into a cohesive vision.
Our delivered blueprint systematically defined the current experience, identified key opportunities, and detailed prioritized concepts forming the foundation for the future ecosystem. The final deliverable carefully mapped dependencies on existing systems while identifying where new capabilities would need to be developed—creating a roadmap that balanced customer needs with organizational constraints to enable a more connected pharmacy experience.
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Co-designing Support Networks for Disability Support Workers
The systemic shifts brought on by the NDIS over the last five years have changed the landscape of disability support work significantly, leading to a critical shortage of skilled workers across Australia. To address this we conducted a co-design process across Australia with Disability Support Workers (DSWs), industry representatives, and people with disability, to design and develop a series of professional network pilots to promote and support best practice in disability support work.
To address this we conducted a co-design process across Australia with Disability Support Workers (DSWs), industry representatives, and people with disability, to design and develop a series of professional network pilots to promote and support best practice in disability support work.
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Designing an inclusive grant program
We worked with the CoS Grants team, the wider operational teams, former grant holders, prospective grant holders and former applicants, to redesign the grants program and policy to ensure it responded to the increasing diversity of the applicants, including applicants from non-english speaking backgrounds, differing cultural backgrounds and applicants with impairments and/ or situational needs.
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Designing an organisational sustainability plan
Port Authority committed to developing a sustainability plan and saw this initiative as an opportunity to shift organisational ways of thinking and working, while supporting its purpose of providing safe, efficient and sustainable maritime services.
We facilitated a co-design process intended to shift the sustainability dial to help deliver better social, environmental, economic outcomes.
The resulting Port Authority’s Sustainability Plan is the product of this new collaborative approach, acknowledging the important role that staff and stakeholders play in designing and implementing a strategic plan that incorporates contemporary thinking in organisational dynamics, design, and sustainable development.
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